Customer Resolutions Advisor

To ensure that all motor finance complaints, written or verbal are managed in line with the required deadlines and FCA requirements, whether raised by the customer direct, or via a professional representative. Identification of trends and opportunities for service improvement are fed back to the business to improve the customer experience and enhance customer retention.

Responsibilities

• Ensure all motor finance complaints are dealt with in a timely, efficient and courteous manner.
• To log cases and manage finance cases through complaint management system(s).
• To comply with all company procedures and standards.
• Monitor and report performance on Service and Quality Commitments.
• To liaise with professional representatives and confirm authority to act on behalf of our customer.
• Minimise any potential loss to MFS and reduce costs wherever possible.
• To comply with all relevant legislation, such as Consumer Credit Act, Money Laundering Act, Data Protection Act, FCA, FOS and the FLA code of practice.
• Provide support, advice and guidance to other departments across the business in relation to finance complaints, including support for third party suppliers.
• To be involved in the decision‑making process and being able to communicate this effectively.
• Dealing with sensitive issues in a polite and professional manner.
• Ensure good levels of commercial awareness to enable good decision making.

Knowledge and Skills

• Excellent telephone, written and oral communication skills.
• Good negotiation and decision‑making skills.
• Pro‑active and resilient attitude.
• Thorough understanding of, and commitment to, the principles of TCF / Consumer Duty and all FCA regulations.
• Prioritisation and organisational skills.
• Highly capable of working on own initiative, possesses an enthusiastic approach to work and a strong attention to detail.

Individual Conduct Rules

• Acting with integrity.
• Acting with due skill, care, and diligence.
• Being open and cooperative with regulators.
• Treating customers fairly and with respect.
• Observing proper standards of market conduct.
• Ensuring effective control of the firm’s business.