Complaints Handler / Member Support Specialist

Start: ASAP

Length: 6 months

Location: Holborn - Hybrid

Salary: £140 - 160 per day

Engagement: Inside IR35

Trust in Soda are partnered with a multinational financial services company in need of a specialist dealing with regulated complaints received by members and 3rd parties.

Responsibilities:

• Go-To resource for complex escalations and proactive member engagement requiring in-depth product knowledge, research and cross-functional collaboration
• Respond to escalated member requests across multiple channels, including email, chat/SMS, social and/or phone support
• Advocate for Voice-of-the-Member to gather feedback, analyse member data and communicate opportunities for member experience, key user issues and trends as appropriate
• Strong communicator who can present MS findings to multiple audiences, including Legal, Compliance, Product and Security/Trust & Safety
• Key contributor in developing/maintaining material for the client's knowledgebase and Help
• Partnership with and support of vendor partners to enable ongoing growth and a reduced escalation rate
• Mentor peers on escalation triggers and compliance risk drivers and delivering structured and concise insights to stakeholders
• Partner with cross-functional teams to identify and prioritise contact drivers, issues/feature requests and documentation requirements
• Other assigned tasks/projects as needed in an ever-evolving role
• Empathetic - providing responses and resolutions in timely manor
• Investigating queries - gathering data from different teams and being proactive.

Tech skills:

• Member support experience, financial institution or fintech background preferred
• Complaints background - Knowledge of DISP, Financial Ombudsman Service (FOS) and Financial Conduct Authority Principles (FCA)
• Has experience with industry-standard case management tools (SFDC), bug tracking tools (JIRA)