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PPI - Complaints Officer

Location: SOUTHAMPTON, HAMPSHIRE Salary: 11.44 - 11.44 GBP Per Hour
Sector: Banking Job Type: Temporary
Shift Type: N/A Applications: N/A
Posted: 3 months ago Reference: 3056918
Role Title: PPI Complaint Handler – MRP Officer

Hourly Pay rate: £11.44

The company:
Did you know that HSBC is one of the world’s leading banks, with a network covering 70 countries? HSBC offer many ways for you to develop your career with an inclusive, values-led culture, tailored learning and development programmes.
The role:
If you are looking for your first step on the banking ladder, are a graduate or experienced in Customer Services or Administration, then we may have the role for you. We are currently recruiting Complaint Handlers to work in one of HSBC’s Contact Centres based near Southampton Airport Parkway.

As a PPI Complaint Handler you will work within a team to provide a customer driven service in the resolution of complaints of mis-selling of Mortgage Repayment Protection (MRP). This will include investigating the complaint, contacting the customer by telephone if required to clarify the complaint issues, responding with a letter, and completing a calculation of redress if relevant.

In particular, working within the MRP team will involve the reading and understanding of full sales documentation from the mortgage sale.

Your key duties will include:
• Investigating and assessing written complaints from customers regarding the miss-selling of Mortgage Repayment Protection
• Reading and understanding full sales documentation from the mortgage sale in order to fully investigate the complaints.
• Liaising with the customer via phone if further information is required to resolve each case.
• Transposing information onto templated letters (and calculation spreadsheets where applicable), ensuring the final correspondence reflects the customers circumstances
• Setting up accounts to be refunded as and when required
• Liaising via phone or email with the Financial Ombudsman Service and third parties should the customer wish to take their complaint further

This role will suit you if you can demonstrate the following:
• Excellent decision making and problem solving skills
• High quality attention to detail
• Ability to use Microsoft Office packages and learn a variety of computer systems.
• Excellent written and verbal communication skills
• Able to maintain weekly targets and reach a high standard of quality across all areas.
Hours, Start date and duration:
Monday to Friday: Weekly shift pattern 7am to 2pm one week and then 2.15pm to 9.15pm the following week with a 20 minute paid lunch 1st September 2017 for a minimum of 12 months
Travel / Facilities

Working address: HSBC House, Mitchell Way, Southampton International Airport, and Southampton, SO18 2XU.

• The office is located two minutes’ walk from Southampton Airport Parkway train station behind Platform 2
• Free bus shuttle service available
• Onsite break room with kitchen facilities
• Daily lunchtime food delivery service

*Please note* As the role is working in the financial services sector, all offers are subject to five years satisfactory references, credit, ID and criminal record checks.

We are an equal opportunity employer and are committed to creating a diverse environment.



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