Customer Remediation Specialist

Full Time Permanent

UK Job Network

Reporting to the Customer Remediation Lead, the Customer Remediation Specialist will primarily be responsible for communicating with current customers and establishing whether they will be eligible for a change to their contract as a result of Moneybarn, or an associated third party’s actions, and following up with any subsequent customer support.

As a Remediation Specialist you will:

* Conducting detailed account reviews of BAU remediation accounts or identified project remediation as required, against remediation criteria set by the business, to establish whether accounts are eligible for remediation.

* Issuing adhoc or template correspondence to customers advising of remediation approach and any follow ups as a result as well as general remediation administration.

* Issuing and verification of any compensation to be issued to customer, either making requests for bank transfer or cheque.

* Facilitating any vehicle return (as required) and keeping the customer informed of all developments.

* Receiving and making customer calls to discuss remediation approach and handling any queries efficiently and courteously.

* Conducting quality assurance checks on remediation data and reconciliation of remediation accounts and spreadsheets.

* Tracking and monitoring of accounts subject to remediation including the instruction of further trace and identification work and ongoing query and account management.

* Preparing and assisting in Court applications, where external legal advice has recommended a particular course of legal action.

* CRA updates/amendments as and when required.

* Drafting and presenting root cause analysis on remediation accounts as well as reporting back to the respective business unit via the Remediation Lead on areas of continuous Supporting teams within the wider Post Termination department as appropriate.

* Adhere to the FCA Conduct Rules.

This role is a 6 month FTC working 37.5 hours per week

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Tagged as: Hampshire