Our client is an industry-leading financial services company, and they currently have an exciting opportunity for an experienced Complaints Technical Coordinatorto join their Transfer Agency team in Limerick. This is a fixed-term contract for 64 weeks with the possibility of extension.
Reporting to the Quality & Complaints Manager, you will play a key role in the handling of Transfer Agency complaints, ensuring escalated customers issues are resolved to the highest standard, in a timely manner.
Hybrid working is in place – 3 days in the office and 2 from home.
Key Responsibilities:
Promptly investigate complaints within regulatory timeframes, ensuring professionalism and integrity for all customers.
Oversee and maintain the complaint handling process.
Deliver valuable reporting data to business leaders and senior management to support trend analysis.
Recommend preventative actions and identify process improvements based on data analysis.
Collaborate with business units to identify root causes, resolve complaints, and provide final responses.
Keep accurate and accessible records of all complaints.
Provide regular updates to customers, aiming for swift resolution at the earliest stage.
Provide training and support to the business on any areas identified impacting complaint resolution.
Support quality monitoring activities within the wider team as needed.
Requirements:
Demonstrate an understanding of the Transfer Agency operational area.
Understanding of regulatory complaint handling requirements, with prior exposure to the handling and recording of Consumer complaint cases.
Strong analytical skills in researching and resolving queries.
Excellent communication skills.
Ability to work on own initiative.
Strong knowledge of MS Office products.
For a confidential discussion and more information on the role, please contact Megan O’Doherty
megan.odoherty@collinsmcnicholas.ie
021-4911066