Customer Resolutions Advisor
Core
Manage motor finance complaints (written or verbal) to ensure compliance with FCA requirements and deadlines while identifying trends for service improvement.
Role type
Customer Resolutions Advisor (Complaints Management)
Builds
Complaint management systems and service improvement initiatives
Domain
Automotive Finance / Regulatory Compliance
Deliverable
client delivery
Required skills
FCA regulations knowledge, complaint management, regulatory compliance (Consumer Credit Act, Data Protection Act), negotiation, decision-making, commercial awareness
Preferred skills
TCF/Consumer Duty principles, proactive attitude, attention to detail
Responsibilities
Log and manage finance cases through complaint management systems, liaise with professional representatives to confirm authority, monitor and report performance on Service and Quality Commitments, provide support and guidance to other departments regarding finance complaints, deal with sensitive issues in a professional manner
Seniority
Individual Contributor
