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Job Title: Customer Relations Analyst | Financial Services Regulation | Kildare
Location: Kildare
Position Type: Contract
Ref: KW18QA
Remuneration: 25000-35000
Date Added: 08-02-2018
Last Updated: 08-02-2018


A challenging and interesting role for a resilient and ambitious professional has become available thanks to ongoing growth within a division of a Financial Services Organisation.

If you are QFA or APA Loans qualified with high volume customer call experience in a Financial Services regulated environment, are competent and consistent in complaint handling and record keeping, and have exceptional professionalism and interpersonal skills then read onā€¦


As part of the Customer Relations Team, you will be responsible for operating internal processes with regards to complaints, errors and appeals, ensuring that regulatory timelines are met and required reporting is performed.

Based within the broader Quality Assurance team, the role will be highly collaborative and involve interaction with Commercial and Residential asset management teams across several client mandates within the Banking & Credit Management unit.

You are the type of professional who exerts influence by pointing out the long terms consequences of particular decisions and has the ability to present views in a way that is professional and inspires confidence.

The day to day:

Ensuring all complaints, errors and appeals are logged and tracked and managing the logs for each
Reviewing Complaint Notification and IEB (Incident, Error & Breach) forms and liaising with the business to ensure that full investigations are completed
Sending out all required regulatory communications, including acknowledgement letters, update letters and final resolution letters
Arranging for the Appeals Board to be convened upon receipt of a written customer appeal, including producing the Appeals Board pack and communicating the decision of the Board
Preparation of monthly reporting and MI on complaints, errors and appeals, including trend and root cause analysis
Preparation and maintenance of internal policies and procedures, and assistance with internal training where required

Required Skills: Excellent organisation and planning with an ability to meet challenging deadlines and prioritise workloads between competing demands
Track record of demonstrating a high level of accuracy and attention to detail with a proven capability of working effectively on own initiative
Able to interact in a personable and professional manner with staff and customers of all levels as well as with senior executives both within and outside the company
Strong interpersonal skills with proven ability to communicate across different levels, both verbally and in writing
Excellent report writing skill
Can demonstrate a high awareness of and adherence to confidentiality and standards of professionalism
Competent in using MS Office
Experience: QFA or APA Loans a prerequisite for this role
Experience of complaints handling in a regulated entity
Knowledge of the Irish regulatory environment with regards to banking, including specific knowledge of the Central Bank Codes of Conduct and complaints handling process

Job Classification

Categories: Funds
Funds -> Fund Administration/Custody

Contact Details

Posting Company: Quest Recruitment
Contact Name: Kieron Ward
Apply For This Job: Click Here
Company Profile: If you are interested in making this position yours, please contact Kieron on 01 676 0505, click apply below

Voted Best in Practice Accounting & Finance 2017, 2015, 2013 & 2012, Quest is a team of experienced and professional Financial Recruiters dedicated to recruiting Financial Services Professionals. Our reputation for consistent delivery and extensive industry knowledge is second to none. We continue to look to the future; striving to improve continuously on our quality of service and passion for delivery.

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