Complaints Analyst

We are looking for team members to help drive our growth. Above all, we look for people who are dedicated to providing value and superior service to our customers, to our shareholders and to our communities. To further strengthen our role as key market player in Europe, we are looking for a Complaints Resolution Analyst within our European Operations Team.

• Assist in evaluating and responding to complaints received from our acquiring customers. Complaints may be referred directly from the customer or alternatively, from various business lines across the organisation. Customer complaints are logged through our website, by email, telephone or letter.
• Work within the guidance of financial rules and the terms and conditions of the contract.
• The position may involve collaboration with our Legal Department in relation to Regulatory and Legal cases or those relating to Consumer Protection policies and procedures.
• Investigate incoming complaints and liaise with business lines such as MFM, Collections, Customer Service, Chargebacks, OPS Partner team, 2nd Line, VM, Sales, CAM, Credit and Fraud
• Compose and provide a full written response to customers outlining the issues which have been raised and how they were resolved predominantly on the UK/IRL portfolio
• At all times maintain professionalism, attentiveness, and ability to provide on-going assistance in each interaction with our customers.

• Manage consumer complaints which are assigned to you, including written and or oral communication with businesses and consumers,  within our Complaints Handling guidelines;
• Complete administration duties which may include filing, scanning and copying documents;
• Maintain a high level of confidentiality and professionalism;
• Maintain a regular and reliable work schedule;
• Maintain a working environment free from all forms of discrimination;
• Share responsibility for monitoring complaint cases within our complaints application and the mailboxes.
• Ensure timely execution of investigation and resolution of own cases;
• Perform quality review of completed investigations and documentation, confirming that the content is complete and adequate;
• Be able to recognise discrepancies in investigations practices and possesses a thorough understanding of the complaint process;
• Perform customer contacts as required, documenting any customer calls, writing customer letters, sending customer e-mails;
• Close  their assigned complaint cases in an appropriate and timely manner;
• Keeps Business Line Manager informed of excessive volumes, issues or concerns, which may impede effective completion of designated tasks and responsibilities.

• Ability to communicate with people in a professional and courteous manner in person, on the telephone and through written communication in English;
• Ability to answer complex calls in a professional, understanding manner;
• Basic computer skills, including keyboarding and searching the internet -Microsoft applications such as Word and Excel;
• Ability to use various office technologies such as copiers, scanners, computers, and telephones with ability to multi-task;
• Strong oral and written communication skills;
• Ability to work in a fast paced learning environment.
• Fluency in German, French, or Dutch would be an added advantage, however not necessary