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Importante empresa de seguros.
Descripción de la oferta
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)
Customer Centric CRM systems
Microsoft Office Package, including Word, Excel, and Outlook
Gain / maintain an excellent understanding of all regulatory requirements applicable to Complaints
Maintain full working knowledge of client products and services
To ensure own responsibility for personal development areas and agree appropriate opportunities with your line manager
High level of French.
Salario : 30.000€ + Social Benefits
Monday to Friday 9 to 18
Center of Madrid.
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