Customer Feedback & QA Specialist
- Investigating and responding to informal and formal complaints
- Complete quality assurance checks across various channels
- Prepare Financial Ombudsman (FOS) case files
- Handle DSR requests and responding to customers in required timeframe
- Investigate and handle potential sanction matches, ensuring these are managed in a timely manner
- Work with the Compliance team on various compliance topics
- Stay up to date with relevant FOS decisions and share this information with colleagues
- Support and resolve requests from team members to provide a comprehensive response to our customers
- Maintain a close understanding of customers and products by engaging in Customer Fulfilment Specialist activities (handling customer queries via phone, email, and live chat)
- Demonstrable experience in a service related function
- Clear experience of handling regulatory complaints within an FCA environment
- Great communication skills
- A passion for delivering excellent experiences to customers and colleagues
- Experience of working successfully in a regulated service environment with evidence of consistently applying
- Treating Customers Fairly principlesAnalytical problem solving abilities
- Familiarity with the insurance industry, its key metrics, and associated challenge
- Comfortable working in a dynamic and fast-paced environment with evolving priorities
Prima is proud to be an equal opportunity employer. Need accommodations during the process? Email us at [email protected]. Let’s build the future of insurance, together.
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