Case Support Case Handler
The Co-operative Bank plc
Manchester, Great Britain
7d ago

Position Description

Case Support Case Handler (12 month FTC)

Manchester Miller Street

Closing date : 20 / 8 / 18

The Co-operative bank has a lot to be proud of since the launch of the Ethical Policy in 1992 which remains unique in UK high street banking.

We believe our approach to banking, with values and ethics at the centre of everything we do sets us apart and remains the key reason why approximately 4 million customers choose to bank with us.

In your role as Case Support Case Handler you’ll carry out a specialist role in the payment of customer redress and provide a range of support activities and processes to facilitate the provision of an effective PPI Operation and related services to customers.

Key Accountabilities

  • To co-ordinate, collate and communicate information to customers, internal departments and / or 3rd parties, both verbally and in writing to resolve customer redress payment issues.
  • Has strength in developing and maintaining key stakeholders and relationships and uses these to improve the customer journey whilst maintaining our policies and regulatory requirements.
  • Develop and maintain an extensive knowledge of relevant Co-operative Bank products, processes and procedures and regulatory requirements, particularly in accordance to the payment of redress, gestures of goodwill and Distress and Inconvenience payments.
  • To undertake detailed investigations, and provide guidance, advice and solutions to complex / technical customer redress payment issues.
  • Ensure all customer redress payment and supporting activity issues are recorded and responded to in a timely, accurate and effective manner in accordance with internal and external regulatory requirements.
  • Understand, maintain and apply specialist knowledge on all regulatory and legal matters to ensure their smooth and efficient application.
  • Support and promote compliance with regulatory and legal matters within the role for self and others.
  • Regularly seeks and provides feedback on personal performance.
  • Proactively monitor customer redress payment and supporting activity issues and trends to identify opportunities for process improvements to improve the customer experience and financial efficiencies.
  • Organise and prioritise own workload, to ensure all deadlines are met, and review, monitor own outputs to ensure quality and service standards are met.
  • Facilitate and participate in processes to review, plan and implement activities to improve the customer experience for redress payments and other Case Support activities.
  • Shares knowledge, ideas and information freely to support others within the team and department to enable others to improve their capability.
  • Handle customer redress payments, appropriately and in line with all procedures, standards and defined discretion, applying specialist knowledge to ensure payments are accurate.
  • Carry out administrative and support activities to facilitate the smooth functioning of the PPI Operation.
  • Promote opportunities for change to increase the opportunity to improve process, procedures, the customer experience and behaviours at both a team and departmental level.
  • Drive robust risk management and control across PPI Case Support, reporting all identified risks into the Case Support Team Manager.
  • Knowledge, Skill and Experience required

  • Excellent understanding of PPI complaint handling processes.
  • Has a background in complaint settlements, with an understanding of DISP and regulatory requirements.
  • Effective organisational skills.
  • Well-developed analytical and problem solving skills.
  • Uses a range of interpersonal skills to work as an effective member of the team.
  • Extensive understanding of customer needs.
  • Role models and demonstrates behaviours at a senior colleague level.
  • Well developed and proven customer service skills, able to be trusted with interfacing with customers regarding new PPI complaints / enquiries and existing PPI complaints.
  • Organisational / coordinating experience
  • Good business and operational administration skills and experience
  • Practical understanding of all relevant business information tools and processes
  • Able to plan and prioritise effectively
  • Our Bank's focussed on continuing to create a more diverse and inclusive environment where all our colleagues can fulfil their potential.

    We love to receive applications from talented individuals across a diverse range of cultures, genders, ethnicities and lifestyles, who can work with us in maintaining a culture of belonging, where people are valued and respected.

    If you’re inspired to join us, we’re confident you’re just the sort of Case Support Case Handler we’re looking for someone, who’s as dedicated as we are about growing our bank ethically, responsibly and passionately.

    Achieving ambitions as big as ours is a challenge you’ll thrive on as you enjoy career development, on-going training and the rewards of helping to create a better future for our customers, communities and colleagues.

    If you require more information or this document in a different format, please contact Charlotte Housley on charlotte.housley co- or 01782 558220.

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