Job description

Complaints Administrator

Salary: €40k + Excellent Benefits

(Please note that this is a hybrid role, which involves working 1-2 days, per week, in the Dublin Office)

Company

A global provider of investment and financial services are currently recruiting for a Lead Associate/Senior Administrator to join their team in their Dublin offices. The purpose of the role is to investigate and resolve service complaints in line with regulatory requirements and client Service Level Agreements (SLAs), with a focus on bringing complaints to a satisfactory resolution for both the customer and the business. The role also involves working closely with team in Operations to conduct detailed root cause analysis in line with the Divisional Framework directives. This may include providing feedback and identifying actions to prevent reoccurrence of complaints.

Key Duties and Responsibilities

• Investigate and resolve service complaints
• Process all complaints in line with procedures and regulatory requirements
• Process customer and adviser re-opened complaints and appeals appropriately
• Be able to share knowledge and expertise with other team members and staff in Operations
• Identify and escalate any inconsistency issues in relation to quality and competency checking
• Identify opportunities to build customer relationships and provide excellent customer service
• Look for and escalate root cause trends and issues that arise by process, product or complaint type, including gaps in policies and guidelines
• Maintain excellent records on the complaints database, capturing all relevant information accurately
• Ensure that a full and detailed audit trail is on file for each complaint case, with clear notes and all relevant documentation
• Review the outcome of appeal and FSO decisions ensuring any learnings are understood and appropriate actions taken
• Review letters produced by team members and other parts of the business to ensure they comply to ensure all complaint letters issued are of a high standard
• Identify training needs and provide training in your team and to other teams

Knowledge / Skills / Qualifications required

• A minimum of 3 Years relevant experience in Financial Services
• Knowledge of products, services and systems
• Appropriate complaint handling experience
• Relevant industry exams or working towards completion of same
• Experience of identifying and driving process improvement
• Experience of completing Root Cause Analysis and following through of appropriate actions

Job Type: Full-time

Salary: €40,000.00 per year

Benefits:

• Company pension
• Private medical insurance
• Work from home

Schedule:

• 8 hour shift

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