What’s The Role?

Our client is seeking experienced Case Handlers to join as part of a high-quality team working on a Car Finance project. You will be working in a results-orientated environment, where your core responsibility will be to complete quality checks on customer cases to ensure accurate and high-quality decision making.

Role Responsibilities

• Conduct a thorough assessment of customer cases to obtain timeline of events which may involve pulling customer data from various internal Mercedes-Benz systems
• Liaise with customers and third parties (if appropriate)
• Resolve discrepancies and escalate, as appropriate
• As required present key facts and dates specific to case to Case Clinic Forum
• Identify customer vulnerabilities and evaluate appropriate treatment, in line with project policies
• Reach a fair outcome for all parties, in line with FCA guidelines
• Produce final response letters – utilising standard letters and paragraphs wherever possible
• Provide a clear audit trail and ensure process map is followed

What Knowledge, Skills & Experience We Need

• Able to work in a pressured environment and performing in line with KPI’s
• Technical working knowledge of the complaint handling process
• Previous experience collections/arrears and/or vulnerable customers would be an advantage
• Proactive attitude to resolve cases in a timely manner
• Passion for customer service
• Excellent verbal and written communication
• Investigation and problem solving skills
• Excellent attention to detail
• Ability to identify customer and process improvements
• Ability to multi-task and move between project workstreams and case types

Next steps:

To express your interest in this opportunity, don’t delay; please click Apply now

About us

Momenta are a market leading financial services resourcing business. Momenta have excellent opportunities to develop and enhance your experience within the financial services industry. If you have the skills and experience for this exciting role then apply today and don’t miss out on this exceptional opportunity to join the company that provides quality resource, consulting expertise and people development for financial services companies in the UK.