Secretarial & Business Support
Case Handlers
London Canary Wharf/East • Temporary
About our client:
Momenta is one of the leading specialist suppliers of advisory, business review and training services to the financial services market. In the last twelve months we have undertaken some 85,000 resource days for the UK’s leading financial services institutions, including; Deloitte, KPMG, Lloyds Banking Group, HSBC, Santander and the Financial Services Ombudsman. Our processes for the provision of these services have been externally accredited and our reputation in the market place means that our business levels are significantly increasing. As a result, we are looking for additional Contractors to supplement the breadth and depth of our quality assured contractor resource pool.Description:
These contract vacancies require candidates with previous experience gained within Financial Services organisations such as life and pensions, banks, building societies or finance divisions, to utilise and develop their existing knowledge across a range of projects. Complaints and Case Handlers will work on various projects for existing clients
Duties will include:-
- Undertaking a full review of case file information in accordance with regulatory procedures and guidance, including the suitability of the recommendation made
- Reviewing customer complaints against company Service Level Agreements and deciding on the validity of the customer complaint
- Contacting customers in writing detailing the decision made in relation to their complaint and the rationale behind this
- Analysing the content of the file, investigating discrepancies and updating the database providing a report of the outcomes and findings
- Contacting clients by telephone to explain actions taken and offer/negotiate compensation
- Reviewing other case handlers’ reviews as part of the quality assurance process
- Maintenance of accurate statistics on cases handled, compensation offered and cases closed (use of Excel spreadsheets)
- Appropriate case management of personal workflow to achieve their weekly productivity target
- Prioritising work in progress in relation to the targets set
Profile:
Professional candidates with a background and commercial experience gained within the Financial Services Sector. Your background should include:-
- Experience with a life and pension company, bank or building society such as Technicians, Administrators who have dealt with FS queries, or handled complaints as part of their role.
- Experience in departments such as Customer Relations, Customer Services, Business Quality, Claims, Credit Card Collections, Card Fraud
- Experience of dealing with pension queries/enquires, e.g Pensions Administrators
- Experience as a Financial advisor or Mortgage advisor
In addition, Financial Services specific qualifications would be advantageous - FPC/ CFP (or equivalents), Diploma qualifications (eg G60 / G10 / G20 / J01 / J04 / J05 / J06).
NB: Momenta also has a number of contracts outside of London, requiring candidates with similar background and experience.
Where specific UK qualifications are required we will take into account overseas equivalents.
What's on offer
Multiple ongoing projects working on fixed term contracts for blue chip clients within the FS market. A daily rate of between £150 - £210 per day is available.
