Customer Resolutions Professional

Reporting to the Customer Resolution Manager, the Customer Resolution Professional will be responsible for resolving consumer credit related complaints in accordance with the requirements of FCA Regulation, the Dispute Resolution Sourcebook (DISP), the Financial Ombudsman Service, Consumer Credit Act, the Sale of Goods Act, the Sale and Supply of Goods to Consumers Regulations 2002 and all aspects of Conduct Risk requirements.

You will be required to gain and maintain a good level of knowledge regarding FCA regulation, DISP, the FOS, FLA, CCA, Trading Standards, Sales of Goods Acts and all aspects of Conduct Risk requirements., Communicating effectively via phone, email and letter with Customers, Retailers, Claim Management Companies (CMCs) and FOS whilst acknowledging and investigating complaints. Resolve all complaints in a timely manner and the appropriate level of redress has been compensated; ensuring the investigation is in-depth and the fair treatment of customers have been deliberated in reaching a fair resolution for the customer. Adhering with FCA Regulation Rules and Guidance in particular DISP, BNP Paribas Personal Finance policies and all aspects of Conduct Risk requirements; ensuring the appropriate and fair customer outcome is at the forefront of complaint investigations. Actively support the Customer Resolution Team Managers in improving and implementing of the complaints handling procedures; maintaining compliance with the FCA, FOS, Data Protection Act and other applicable regulatory bodies. Managing and maintaining the Respond Complaint database so that accurate and effective management
information may be produced when required. Assist the Customer Resolution Department in adhering to regulatory and department Key Performance Indicators (KPIs); demonstrating the BNP Paribas Personal Finance company values in the pursuit of those KPIs. Achieve Customer Resolution Officer Competence Status through file case reviews conducted by the Quality Assurance Team, regular knowledge assessments and Continuous Professional Development as per Customer Resolution Training & Competence Scheme

Target driven individual. Strong communication skills. Ability to work under pressure and stick to deadlines. Strong attention to detail.

At BNP Paribas Personal Finance, we're part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.

We're here to provide simple and straightforward consumer finance solutions and we work with many well-known retailers and brands to help their customers finance their purchases in a responsible way.

We care about making a positive impact for our colleagues, customers, partners, and the wider community. That's why we live by our values of we're positive, we're brave, and we own it., BNP Paribas Personal Finance believe it's a positive attitude and passion to make things happen that matters most.

As well as working for a Top Employer UK 2024 and being part of a team that changes customer's lives, there are some excellent benefits too. We offer a competitive salary, a contributory pension scheme, and our Health Cash plan scheme. You also receive access to our multi-award-winning flexible benefits platform designed to provide you with the best range of benefits available to suit your lifestyle including life insurance and private medical insurance. There are also perks which give you fantastic discounts off eating out, cinema tickets, days out and much more. Learn more about what it means to be part of the BNP Paribas Personal Finance team here: www.https://www.youtube.com/playlist?list=PLQUzrPfMI6WNvADKdIPqN9PpY9vjjswdQ
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or follow this link to learn more about careers at BNP Paribas Personal Finance: https://www.bnpparibas-pf.co.uk/careers/
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