Responsable de reclamaciones. Francés Nativo
Page Personnel
Madrid, ES
hace 2 días

Acerca de nuestro cliente

Multinacional líder en el sector seguros y extensión de garantías.

Descripción de la oferta

Las funciones a realizar serán : - Tratar las consultas y quejas de los clientes de manera rápida y eficaz.- Asegurarse que sigan los procedimientos de la compañia.

  • Monitorear KPI S y asegurar que se cumplan los niveles de servicios acordados.- Realización de informes. Deal with customer queries and complaints in the most efficient and helpful manner, meeting service levels whilst remaining calm and focussed on resolving the reason(s) for the customer contact.
  • Ensure that company procedures are followed, and company standards are maintained and applied consistently, challenging any standards not in line with ACPR / TCF guidance;
  • Be actively involved with strategic projects, owning any complaints related work streams;Monitor KPI's and ensure agreed service levels are met;
  • Conform to ACPR / TCF requirements where necessary;Ensure all processes are reviewed and fit for purpose;Produce monthly performance reporting as required, commenting on exceptions where needed;
  • Ensure all compliance requirements are adhered to, with exceptions reported and acted upon;Ensure quality checking and complaint verification is in line with business requirements and that appropriate action is taken where required;
  • Gain and maintain a good understanding of governing bodies' procedures, e.g. ACPR / Arbitration Services;Attend all internal and external meetings as required, including onsite management meetings, customer service meetings, etc.

    Perfil buscado (h / m)

    3 requisitos imprescindibles : - Nivel bilingue / nativo de francés- Experiencia de reclamaciones - C onocimientos teóricos en la parte legal

  • A fluent French and English speaker
  • Someone who has a strong working knowledge of French complaints regulation
  • Someone with previous experience managing Financial Services complaints
  • A person with the ability to write basic commentary / analysis that will ensure I and my leadership team are aware of what is going on month on month (themes and trends etc)
  • Good, proven letter writing ability, preferably in response to complaints
  • Qué ofrecemos

  • Horario de Lunes a viernes de 9 a 18H- Contrato indefinido- Incorporación inmediata - Permanent offer- Monday to Friday 9 to 18- Madrid
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