Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

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Complaints Handler

Complaints Handler - Banking

APA in Banking required.

Fully remote working

Contract: Immediate - circa four months

Candidates must be available for an immediate start.

The Complaints Handler will have for responsibility for investigating and addressing complaints. You will play an instrumental part in reducing/eliminating predictable and repeat complaints.

Working Hours: 9am – 5:15pm

Your Responsibilities:

Deal with the daily volumes of correspondence/workload efficiently.Respond to daily queries and correspondence in a timely manner and within SLA.Be able to work in a challenging and pressurising environment.Fully investigate telephone and written customer complaints/or Appeals within the agreed.Service Level Agreements and ensure internal process is strictly adhered to.Ensure all complaints/Appeals are dealt with effectively and efficiently and are fully compliant with our regulatory requirements under the Consumer Protection Code, CCMA and Data Protection Code etc.Liaising with the Area Offices, the Branch network and all departments during the course of an investigation, retrieval of all relevant documentation to assess a case, agree resolution/response with all parties seeking advice from the Bank’s Legal department where appropriate to avoid litigation.Identify and raise service improvements and systemic issues to avoid recurrence of similar type problems to continuously improve the Banks Service levels.Providing advice and support to internal customers to assist in resolving complaints at source. Keep monthly contact with branch and departments under partnership agreement.Escalating issues of risk to Compliance Department and other areas within the Bank.Promoting a customer service ethos within the organisation.Where required, assist with the investigation of any Ombudsman/Mediation Case.Assist with MI reports.Support the operation of the department through various essential ad hoc /admin functions.Provide ongoing telephone and administrative support to customers & branchesMaintain high standard of administration duties.Ensuring good communication across the team to encourage a seamless service.Meets all SLA’s relevant to the Department.Ensures all regulatory and compliance standards are fully adhered to.Fully support change agenda in relation to any new project / processes.

Requirements:

Essential

QFA/APA in bankingPrevious complaint handling experience in the banking/payments sector.Strong communication and interpersonal skills.Excellent written skills, with an ability to present written material in a clear, concise, comprehensive and convincing manner.Strong investigation skills and ability to identify service shortcomings and potential conduct risk issues.Maintain compliance with all relevant and applicable internal and external rules, regulations, and polices that govern this position.Good PC skills (in particular word, excel and power-point).Excellent planning and organising skills.High levels of drive, self-motivation and resilience.

Desired

Financial Services Complaints Management ExperienceKnowledge of the Bank’s products and servicesWorking knowledge of key Bank systems

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.