Complaints Administrator
Equiniti
- Chennai, Tamil Nadu
- Permanent
- Full-time
- To monitor various work queues and log complaints in a timely and accurate manor
- Be able to review the nature of the complaint and summarise within the system including accurate complaint reasons codes
- To report daily on Work in Progress (WIP) and highlight any upcoming service levels
- To generate complaint acknowledgement correspondence within 5 days of receipt
- To generate work items in the system to gather essential information to allow Complaint Officers to work a complaint
- To work with the various departments within EQ to ensure we get a timely and thorough response to work items
- Process Ex-Gracia payment in a timely and accurately manor
- Support the Complaints Officers in admin tasks such as sending letters via Doc Mail, our mail fulfilment provider, collating timelines and tracking escalations.
- Support the Complaints Team Manager in producing Monthly reports
- When appropriate, listen to any calls in relation to the complaint/timeline and summarise the outcome within the timeline/investigation .
- Oversee the tracking of feedback to call centre agents/complaint administrators who require training/feedback (CAPA Process)
- Working collaboratively and in partnership with stakeholders using their knowledge and understanding of FCA (Financial Conduct Authority) complaints handling, pensions and related issues
- Contribute towards the quality and compliance process – reporting on DISP breaches, following pre-agreed processes, in a timely and accurate manor.
- Complaint Administration Experience/Knowledge
- Excellent knowledge and skills with Microsoft products including Excel, Powerpoint
- Completion of targeted work and to the required level of accuracy
- Working well within teams and supporting colleagues
- Professional communication in both written and oral forms
- Identify own training needs
- Numerate, articulate, excellent attention to detail, good grammatical skills and able to present complex information in plain English
- Experience of dealing with stakeholder groups/external organisations
- Analytical thinker with an enquiring mind
- Knowledge of Consumer Duty- able to recognise a Vulnerable Customer
- Pensions experience.
- A good working knowledge of pensions administration software.
- 31 days + 9 bank holidays (UK)
- Comprehensive Medical Assurance cover
- Two-way cab transport for staff working in UK & US shift
- Maternity leave of 6 months full pay, 10days paid paternity leave
- Accidental & Life cover 3 times of concerned CTC