Case Handler - Night Shift

CASE HANDLER - NIGHT SHIFT

Greater Manchester

Monday - Wednesday 6pm - 6am OR 7pm - 7am

PURPOSE OF THE JOB

To investigate, assess, reach a conclusion, perform accurate calculations and provide a high standard of customer service on individual cases in line with relevant product, procedural and regulatory requirements.

- The role will work on client project(s) with personal and team targets set aligned to client delivery.
- The role is managed by the Team Manager.
- All levels of accreditation granted will be specified by written communication when criteria have been satisfied.

KEY DUTIES & RESPONSIBILITIES INCLUDE:- - Conduct a thorough investigation of a case, liaising with the customer and other parties as appropriate
- Liaise with the customer and other parties as appropriate via various media (eg written, telephone), ensuring a complete record of all information gathered or given is maintained.
- Weigh up all relevant evidence in line with current guidance and procedures
- Produce a reasoned report detailing your investigations and conclusions in line with authorisation levels achieved using relevant software to provide a full audit trail for the client and the industry regulator - Acquire information as necessary to perform accurate redress calculations
- Perform accurate redress calculations using the relevant support tools in line with client and regulatory guidelines
- Produce a written response for the customer ensuring a high standard of communication is achieved at all times.
- Handle all follow up enquiries and administration in an effective and efficient manner.
- To achieve and maintain full accreditation in line with set quality model/standards
- To achieve set targets in line with required quality and output standards, pro-actively reporting emerging issues
- Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities.
- To assist when necessary members of your team with complaint resolution

Other tasks may be assigned to the role over time based on business need and following consultation with the post holder.

Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.