Customer Remediation Executive

Twelve month secondment opportunity to support the Customer Remediation Project. Great opportunity to broaden your knowledge or stretch/utilise existing experience within a high profile setting.

Key Purpose

• The Finance Remediation team was formed to ensure the timely delivery and accurate redress processes are met, from customer communication through to the payment and finance allocations.

•  As a successful applicant you’ll manage customer queries and communications within the process agreed timelines ensuring the customer is treated fairly at all times in line with the FCA Code of Conduct.

• You will also manage the customer complaints process, from logging the complaint to responding within the agreeds SLA’s

Primary Responsibilities

• Manage the daily activities for customer remediation within the business KPIs and SLAs.

• Ensure all customer queries are logged and responded to in a timely and accurately ensuring good customer outcomes.

• Ensure all customer complaints are managed and responded to in line with the complaints handling guidelines.

• Produce communication letters to customer ensuing accuracy and sensitivity of customer data.

• Process payments to customer via our Finance tools.

Skills, Experience & Background

• Desired previous experience in any of the following areas; customer service, compliance, finance or operational risk management.

• You will be able to illustrate excellent communication skills: verbal, written.

• Strong organizational and planning skills with an ability to work to deadlines

• Analytical mindset with attention to detail and problem-solving capabilities.

• Ability to manage difficult customer queries and situations constructively.

• Customer-focused with a drive for fairness and doing the right thing.

• Collaborative working style across the team and wider business.

• Be open minded to support continuous improvement and efficiency.

• Commitment to regulatory compliance and risk management.

• Desired experience managing customer expectations and service delivery in a regulated environment.

• Proficient in Microsoft Office applications (Excel, Word).

• Knowledge of UK financial services regulation and compliance requirements.

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!