About the job
The Customer Relations Consultant – EDR plays a vital role in managing escalated customer complaints, ensuring fair outcomes that meet regulatory requirements. This job is all about guiding customers through the resolution process while collaborating with experts to make informed decisions. The team thrives on continuous improvement and values a supportive environment where everyone can bring their best selves to work.
You'll be responsible for
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Managing escalated complaints
Handling escalated customer complaints received through AFCA and other external dispute resolution bodies, leading thorough investigations and preparing clear responses.👥
Collaborating with experts
Collaborating with Legal and internal experts to ensure decisions are accurate and well-informed.🔍
Identifying trends
Identifying trends, root causes, and systemic issues to support continuous improvement in complaint management.Key criteria
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Banking industry knowledge
Extensive understanding of banking regulations and compliance requirements.View
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Experience with EDR complaints
Proven experience managing escalated EDR complaints through AFCA.View
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Strong communication skills
Demonstrated ability to communicate clearly and confidently with customers.View
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