What they needed

In December 2023, Momenta was selected by the client as the exclusive supplier to provide operational support and oversight for a new project, handling enquiries and complaints from customers regarding Discretionary Commission Arrangements on Motor Finance agreements.

How we helped

The Momenta team worked to source and select candidates from our existing associate pool and the wider market, targeting candidates with relevant motor finance and litigation experience. Momenta’s team conducted a deep dive analysis of existing complaint categorization and triage processes. Using our expertise and infrastructure, we made recommendations on the design and implementation of new complaint handling practices, along with shaping and operational readiness of a new sales commission tool. Alongside this, our team developed MI to assist with internal and regulatory reporting. All existing legal templates were overhauled and, where required, new versions were drafted. Throughout the course of our engagement, we have worked in close partnership with our client, providing strategic advice and operational support to ensure their objectives are met.

The outcome

Momenta’s Head of Operations was deployed to the project, to work closely with key client stakeholders and play a critical role in defining the scope of the project.

The process efficiencies put in place by Momenta were key to streamlining the customer complaint handling process and driving increased productivity. The internal commissions tool that Momenta worked with the client on is expected to significantly reduce pressures on our client’s Sales teams. By introducing a pre-screening of all customer complaint files, the Momenta team optimized the delivery of responses to FOS complaints and ensured deadlines were met.

Momenta are on track to meet all client quality standards and regulatory timescales. Due to the quality of work undertaken by Momenta, the client made the decision to expand the team in February 2024.

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