teya - Customer Complaints Agent
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Requirements
• Key Areas of Focus: • Investigate and resolve complaints in a timely, competent, and diligent manner, in line with internal processes and external regulations, ensuring not only fair outcomes, but also good outcomes in line with Consumer Duty. • Liaise with internal teams to gather evidence from within Teya. • Excellent verbal and written communication skills. • Draft clear, accurate and evidence based Final Response Letters. • Escalate complex or high-risk cases to a manager as appropriate. • Support with regulatory reporting and data required for MI. • Meeting individual KPIs. • Confident in suggesting potential improvements and efficiencies to processes to your leader. • Strong analytical skills to be able to come to evidence-based decisions. • An understanding of the risk associated with your job and what that means for you, Teya and all our Stakeholders. • A proven track record of working in a customer-facing role. • Experience with dealing with some complaints in a previous role, preferably in an FCA-regulated environment. • A confident communicator, both verbally and in writing. • An understanding of the card acquiring and business banking space. • Knowledge of the DISP part of the FCA handbook. • Understanding of other UK and EU laws and regulations applicable to Teya. • An understanding of what FOS does. • Highly organised and have strong attention to detail. • Highly motivated and enthusiastic individual who thrives working in a fast-paced, regulated environment.
Responsibilities
• Take ownership and review every member’s complaint, completing the required investigation, including contacting the member if needed to produce balanced findings. • Log, acknowledge and manage customer complaints in line with internal procedures and FCA guidelines. • Maintain accurate records of your investigation. • Explain clearly to members and internal and external stakeholders what has happened to cause a complaint and what we can do to put it right if applicable. • Produce a professionally written Final Response Letter. • Assist with completing files needing to be submitted to the Financial Ombudsman Service (“FOS”) or other dispute resolution services. • Proactively analyse data on identified trends and suggest potential new controls to the leader. • Assist in managing internal stakeholders, balancing expectations from internal teams with the need to achieve compliance with company policy and FCA regulation and expectations from FOS. • Achieve departmental SLA’s for resolving cases as well as personal KPI’s such as Quality Assurance scores. • Build and maintain strong relationships with internal stakeholders, sharing insights and fostering a culture of ongoing collaboration to provide good outcomes to members. • We are constantly looking at how we can improve our service and product to our members, you need to be proactive in suggesting potential areas of improvement and optimisation to the leader.
Benefits
• Physical and mental health support through our partnership with GymPass giving free access to over 1,500 gyms in the UK, 1-1 therapy, meditation sessions, digital fitness, and nutrition apps. • Our company offers extended and improved maternity and paternity leave choices, giving employees more flexibility and support. • Cycle-to-Work Scheme. • Health and Life Insurance. • Pension Scheme. • 25 days of Annual Leave (+ Bank Holidays). • Office snacks every day. • Friendly, comfortable, and informal office environment in Central London.
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