Complaint Handler

Key tasks & responsibilities

• To respond to complaints received from policyholders and IFA’s received via multichannel.

• Process complaints on policies in priority order as determined by the Company Work Management System, to maintain day to day service standards to agreed levels.

• Liaising with internal and external parties to discuss specific complaints to achieve appropriate outcomes for customers.

• Respond to customer complaints via a written response conducted in a professional and considerate manner to maintain good customer relations.

• Respond to customers ensuring that they are treated fairly and that a high level of service is delivered. Keeping customers informed of any delays in accordance with procedures and customers’ expectations.

• Liaising directly with other departments within HCL to improve service and to suggest improvements where appropriate.

• To work within industry compliance and legislative requirements under the guidance of the Team Leader, ensuring compliance with controls and procedures.

• Ensure that data security precautions are undertaken at all times to prevent the possibility of identity theft.

• Ensure that all policy fraud controls are followed to prevent fraudulent transactions against policies.

• To undertake any other duties as may be deemed appropriate by the Team Leader.

Skill Sets

Essential

Desirable

Education/ Qualifications/ Training

• Have achieved, or be willing to undertake the Certificate in Financial Administration.

Special Skills/ Knowledge

• Demonstrable knowledge and understanding of the administration of life and/or pensions products

Experience

• Experience of working in financial services.
• Previous experience of working in a complaints role- Life and pension