This is an exciting opportunity for an experienced PBA Case Handler to join an established Bank in Glasgow.
The role is starting ASAP for 3 months, with the potential to be extended, paying between £200 - £50 per day.
A Case Handler will be responsible for reviewing a tranche of previously rejected PBA complaints, and - where applicable - taking remedial action (for example, where a complaint that was initially rejected should now be upheld, under current policy).
A Case Handler's specific responsibilities will include:
- Reviewing cases in line with the project methodology, and evidencing their review on the 'evidence document' for each case.
- Ensuring cases are accurately recorded in Workflow tracker.
- Seeking to obtain customer testimony in appropriate cases (following call guidance).
- Drafting offer letters and preparing calculations where appropriate.
- Ensuring that they follow any guidance provided by their Team Lead, SME, and the QC team.
- Reviewing feedback from both their team SME and the QC team, and ensuring this is incorporated into their review outcomes, and the appropriate documentation.
- Ensuring that the workflow tracker is updated accurately.
- Escalating any issues to their Team Leader on a timely basis.
A Case Handler will have the following competencies:
- Familiarity with PBA sales processes.
- Familiarity with the concept of identifying Financial Difficulty and Vulnerability as per Bank / FCA guidelines.
- Familiarity with customer contact and how the use of customer testimony will be used to develop and support the Case Handler's outcome.
- Understanding how to use Triage Frameworks to determine what gaps are present in the data in order for the original outcome of the complaint to be supported, or whether any further data can be gathered that would support that the Bank's original outcome is incorrect.
- Understanding the importance of drafting complaint response letters that consistently address all the customers' complaint points in a clear and logical fashion.
- Understanding the method for calculating redress and communicating this accurately as part of the Bank's Final Response Letter.
- An ability to work consistently to agreed output and quality targets.
- An ability to communicate effectively with, and transfer knowledge to, their advice reviewer colleagues.
- A willingness to accept feedback as part of a continuous improvement process