Customer Complaints Agent
WFA Digital Insight
The demand for skilled customer complaints handlers is on the rise, with a 25% increase in job openings in the financial sector alone. As the financial services industry continues to evolve, companies like Teya are seeking talented individuals who can provide exceptional customer service and ensure compliance with regulatory requirements. With the UK's Financial Conduct Authority emphasizing the importance of fair outcomes for consumers, this role is crucial in maintaining Teya's reputation and commitment to its members. Candidates with experience in the regulated financial environment and strong analytical skills are in high demand, and those who can demonstrate empathy and attention to detail will stand out in this competitive job market.
Job Description
About the Role
The Customer Complaints Agent role at Teya is a critical position that requires a unique blend of customer service skills, analytical thinking, and regulatory knowledge. As a key member of the customer service team, you will be responsible for investigating and resolving customer complaints in a timely and professional manner, ensuring that all interactions are handled in compliance with the Financial Conduct Authority's guidelines and the Second Payment Services Directive. Your day-to-day tasks will involve reviewing and responding to customer complaints, liaising with internal teams to gather evidence, and drafting clear and concise Final Response Letters.The ideal candidate will be able to work in a fast-paced environment, prioritizing multiple tasks and managing competing deadlines. You will be part of a dynamic team that is passionate about providing exceptional customer service and ensuring that Teya's members receive the best possible outcomes. If you are a motivated and detail-oriented individual with a passion for customer service and a keen interest in the financial services industry, this role could be an excellent fit for you.
Teya is a payment and software service provider that is dedicated to supporting small, local businesses across Europe. Founded in 2019, the company has rapidly expanded its services to include integrated tools that enable members to accept payments and boost business performance. With a strong focus on community and a commitment to providing exceptional customer service, Teya is an exciting and rewarding place to work.
What You Will Do
- Investigate and resolve customer complaints in a timely and professional manner
- Liaise with internal teams to gather evidence and support the investigation process
- Draft clear and concise Final Response Letters that meet regulatory requirements
- Escalate complex or high-risk cases to a manager as appropriate
- Support with regulatory reporting and data required for management information
- Meet individual KPIs and contribute to the achievement of team targets
- Analyze data on identified trends and suggest potential new controls to the leader
- Assist with completing files needing to be submitted to the Financial Ombudsman Service or other dispute resolution services
- Build and maintain strong relationships with internal stakeholders, sharing insights and fostering a culture of ongoing collaboration
- Proactively suggest potential areas of improvement and optimization to the leader
What We Are Looking For
- Experience in the regulated financial environment, preferably in a customer-facing role
- Strong analytical skills and attention to detail
- Excellent verbal and written communication skills
- Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing deadlines
- Knowledge of the Financial Conduct Authority's guidelines and the Second Payment Services Directive
- Experience with Adjust and Excel
- Strong problem-solving skills and ability to think critically
- Empathy and understanding of customer needs and concerns
Nice to Have
- Experience in a similar role, such as a customer complaints handler or a dispute resolution specialist
- Knowledge of the payments industry and the challenges faced by small, local businesses
- Certification in a relevant field, such as financial services or customer service
- Experience with data analysis and reporting tools
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a dynamic and rapidly growing company
- Collaborative and supportive team environment
- Professional development and training opportunities
- Flexible working hours and remote work options
- Access to the latest technology and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Be prepared to provide specific examples of times when you had to handle difficult customer complaints and how you resolved them.
- Make sure you have a strong understanding of the Financial Conduct Authority's guidelines and the Second Payment Services Directive.
- Highlight your analytical skills and ability to think critically, as these are essential for investigating and resolving customer complaints.
- Emphasize your excellent communication skills, both written and verbal, and provide examples of times when you had to draft clear and concise responses to customer complaints.
- Be prepared to discuss your experience with Adjust and Excel, and how you have used these tools in previous roles.
- Show enthusiasm and passion for providing exceptional customer service and supporting small, local businesses.
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