Senior Customer Complaints Specialist Financial Services Job at Brook-St Hiredonline (Manchester)

Agency Services Specialist

Provide accurate and timely commissions/contracting related support to agents an...

Location

United States , West Des Moines; Sioux Falls

Salary:

35085.00 - 65785.00 USD / Year

Sammons Financial Group

Expiration Date

Until further notice

Requirements

Bachelor's Degree Preferred
Comprehensive knowledge of all major departmental functions and related systems
Good understanding of the insurance industry including applicable laws and reporting requirements
Ability to communicate effectively and tactfully with internal and external business partners
Strong interpersonal skills include respect, patience, approachability, flexibility and ability to handle interruptions and multiple tasks on a daily basis
Knowledge of and ability to maneuver through multiple information screens
High degree of decision making ability using tact and good judgment
Demonstrate professionalism and an aptitude for problem resolution
Strong organizational skills
Strong problem solving skills

Job Responsibility

Provide accurate and timely commissions/contracting related support to agents and business partners by responding to inquiries through various communication channels while delivering 'Best in Class' Customer Service
Process requests timely with a high level of quality
Support management and team members by resolving escalated issues to ensure completion
Provide guidance to team and other business partners
Answer a variety of front line/agent facing related requests for all companies while handling with relevancy and accuracy during peak volumes of work in a fast paced, time-sensitive environment
Develop and maintain a comprehensive knowledge base of Agency Services including but not limited to: agent set-up and New Business requirements, agent contracting requirements/regulations, product level commissions calculations, bonus structures and new business requirements/regulations
Ability to learn and manage tasks across various platforms and systems
Meet the required department service standards on a consistent basis
Maintain multiple job functions such as e-mails, notating files and standard processing in multiple systems while being flexible between high and low business volumes
Maintain assigned job functions related to Agency Services transactions including but not limited to: agent contracting set-up, updates to agent information and contracts, annualization and EFT, manage reports, research complex scenarios/inquiries, tax reporting, agent adjustments and agent bonuses

What we offer

Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance
Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success
Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k)
Work–life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays
Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs
Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you
An ownership culture that inspires
join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work—together shaping our future shared success

Fulltime

Senior Specialist: Digital & VAS Products Development and Management

Lead the strategic development and scaling of Digital & VAS products, ensuring t...

Location

Mozambique , Maputo

Salary:

Not provided

Vodafone

Expiration Date

Until further notice

Requirements

Bachelor's degree in Business, IT, Digital Media or related fields
Advanced understanding of digital KPIs, monetization models and subscription dynamics
Experience with data-driven decision making and performance optimization
Strong vendor, partner and contract management capability
Influence across teams without direct authority
High communication maturity and stakeholder alignment capability
Ability to articulate complex digital concepts to diverse audiences
Strong creativity and ability to anticipate market trends and customer needs
Passion for digital transformation and platform evolution
Influence across teams without direct authority

Job Responsibility

Define medium and long-term product strategies for Digital & VAS categories, ensuring sustainable growth and portfolio relevance
Translate customer insights, market trends and commercial priorities into roadmap decisions that shape the future of digital products
Drive revenue optimization, customer engagement and adoption across the entire Digital & VAS portfolio
Use advanced analytics to identify new opportunities, performance gaps and innovation pathways
Ensure digital journeys are frictionless, intuitive and fully aligned with customer expectations
Lead initiatives that enhance NPS, reduce complaints and strengthen loyalty across digital touchpoints
Expand and manage strategic partnerships with content providers, aggregators and digital service partners
Assess and integrate new content propositions that enhance the company's digital ecosystem
Influence senior and strategic stakeholders to support strategic decisions, remove barriers and accelerate product execution

Fulltime

Customer Contact Specialist - Life

Communicate verbally with policyowners, agents, third parties and internal suppo...

Location

United States , Sioux Falls

Salary:

35085.00 - 58475.00 USD / Year

Sammons Financial Group

Expiration Date

Until further notice

Requirements

Bachelor's Degree Preferred
Previous customer service/call center experience Preferred
Must have the ability to communicate effectively and tactfully with agents and policyowners
Must have knowledge of and ability to maneuver through multiple information screens
Excellent verbal and written communication skills
Must have strong organizational skills
Strong problem solving skills
Ability to work efficiently and independently or in a team environment
Able to adapt to frequent change

Job Responsibility

Communicate verbally with policyowners, agents, third parties and internal support departments in matters relating to customer needs
Approach all interactions with the customer at the forefront, using the corporate shared values as the guide for all interactions
Responsible for front line/customer facing in responding to inbound calls by providing support to agents, policy owners, third parties or others in verbal and written communication using a professional and friendly approach
Answer calls regarding policy values, various features and rider benefits, coverage options, indexed and variable policy performance, products, interest rates, address changes and allocation changes, withdrawals, surrenders, transfers and exchanges, beneficiary changes, ownership changes, guideline and regulations, annual and quarterly statements, completing forms and provide standard established turnaround times
Acquire and maintain working knowledge of company products
Field questions regarding policy loans, billing and accounting processing, grace processing and lapse notification
Display a working knowledge of premium and contribution regulations
Correctly identify appropriate regulations to ensure proper handling of requests
Consult and coordinate with all other applicable departments including New Business, Agency Services, Sales and Marketing, Customer Correspondence and the Annuity/Life Division
Submit accurate and timely requests via workflow system to ensure work item is handled in accordance with varying departmental procedures

What we offer

Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance
Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success
100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k)
Friday afternoons off year-round, generous paid time off, and paid holidays
Paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs
Volunteer time off, and our company nonprofit matching gift program
An ownership culture that inspires
join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work—together shaping our future shared success

Fulltime

Customer Contact Specialist

Location

United States , West Des Moines

Salary:

39470.00 - 65785.00 USD / Year

Sammons Financial Group

Expiration Date

Until further notice

Requirements

Bachelor's Degree Preferred
Previous customer service/call center experience Preferred
Must have the ability to communicate effectively and tactfully with agents and policyowners
Must have knowledge of and ability to maneuver through multiple information screens
Excellent verbal and written communication skills
Must have strong organizational skills
Strong problem solving skills
Ability to work efficiently and independently or in a team environment
Able to adapt to frequent change
Criminal background check required

Job Responsibility

Communicate verbally with policyowners, agents, third parties and internal support departments in matters relating to customer needs
Responsible for front line/customer facing in responding to inbound calls by providing support to agents, policy owners, third parties or others in verbal and written communication using a professional and friendly approach
Answer calls regarding, but not limited to: policy values, various features and rider benefits, coverage options, indexed and variable policy performance, products, interest rates, address changes and allocation changes, withdrawals, surrenders, transfers and exchanges, beneficiary changes, ownership changes, guideline and regulations, annual and quarterly statements, completing forms and provide standard established turnaround times, as applicable
Acquire and maintain working knowledge of company products
Field questions regarding policy loans, billing and accounting processing, grace processing and lapse notification
Display a working knowledge of premium and contribution regulations
Correctly identify appropriate regulations to ensure proper handling of requests
Verify and provide explanation for tax documents
Consult and coordinate with all other applicable departments including New Business, Agency Services, Sales and Marketing, Customer Correspondence and the Annuity/Life Division
Submit accurate and timely requests via workflow system to ensure work item is handled in accordance with varying departmental procedures

What we offer

Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay
Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan
Healthy balance between work and personal lives
Friday afternoons off all year long, competitive PTO, and generous number of paid holidays
Incentive program for defined goals subject to eligibility and performance
Colleagues who support one another, model our core values, and drive our healthy, high-performing culture

Fulltime

Senior Client Relations Specialist

Location

Salary:

Not provided

ATRIC Developments

Expiration Date

Until further notice

Requirements

Education: business administration bachelor degree or equivalent
Real estate experience is a must
Related function experience: 4+ years experience
Related position experience: 1 year experience
Excel office – excellent
Customer Relationship Management (CRM) system

Job Responsibility

Responsible for handling all clients’ inquiries through phone calls, visits, emails, electronic messages or letters
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
Provide information about company’s units and units’ services, take and enter requests and client’s history and obtain details of queries and complaints
Communicate and follow up with internal or external parties to ensure that appropriate changes were made to resolve clients’ problems
Keep records of clients’ interactions or comments, recording details of inquiries, complaints, or comments, letters, unit related papers as well as actions taken on the CRM system or in hard copies according to the correspondence method
Communicate with the finance team to issue and resolve client’s financial matters such as billings, payment checks, expedited payments and deferred payments then communicate with the client to update them with procedures and start implementing
Communicate with the finance team to issue financial statement and financial clearance as per the client’s request, follow up with the finance team upon issuance, then communicate it and deliver it to the client
Update client’s data periodically on the CRM system
Communicate and negotiate with clients regarding their payments whether they are due or overdue payments and find solutions for insolvent clients
Refer unresolved clients’ grievances to designated departments for further investigation

Fulltime

Senior Brokerage Operations Specialist

As the Senior Brokerage Operations Specialist in India, you will be responsible ...

Location

India , Noida

Salary:

Not provided

OnePay

Expiration Date

Until further notice

Requirements

7+ of financial service customer service/operations leadership experience
Strong understanding of the US equities market and brokerage-related functions
FINRA Series 7 and Series 24 licenses required
Strong communication skills
Strong analytical and problem-solving abilities
Ability to work effectively across multiple functional teams
An act-like-an-owner mentality

Job Responsibility

Team Leadership - Supervising, training and developing a team of service agents
Fostering a high-performance team atmosphere and ensuring adherence to company policies
Operational Oversight - Working with the Brokerage Operations Lead to manage day-to-day operational activities of the broker dealer, ensuring accuracy, compliance and efficiency in all processes
This includes daily monitoring of various operational reports and escalation of any issues that arise from those reviews
Compliance and Risk Management - Working with the Brokerage Operations Lead to identify and mitigate areas of operational risk
Problem Resolution - Addressing customer complaints, escalating issues and finding solutions to enhance customer satisfaction
Data Analysis and Reporting - Tracking KPIs and providing insights into the customer service experience
Process Improvement - Analyzing customer feedback, identifying areas for improvement and implementing changes to enhance the customer experience

What we offer

Competitive salary, stock options, and benefits from Day 1
Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs
Hybrid work model (Noida office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays)
Monthly transport and work-from-home allowances
A high-growth, mission-driven, inclusive culture where your work has real impact

Fulltime

Motor Quality Specialist

As a Motor Quality Specialist, you will be responsible for handling customer com...

Location

United Kingdom , Cardiff

Salary:

Not provided

Admiral Group Plc

Expiration Date

Until further notice

Requirements

Experience in dealing with Motor Quality complaints and experience with working with motor dealers/brokers is desirable
A good understanding of the Consumer Rights Act 2015
Experience of dealing with complaints within a regulated environment
A good understanding of Microsoft packages
A strong appetite for providing first class customer service
Confidence in communicating clearly to all staff members from frontline staff to senior stakeholders, as well as customers via different channels

Job Responsibility

Handling customer complaints, with a key focus on motor quality complaints
Investigating and responding to customer complaints, especially motor quality complaints received for our Car Finance products in accordance with FCA DISP regulations
Supporting our Loans Quality Executives within Admiral Money with complaint handling of our Unsecured Personal Loan and Specialist Mortgage products
Working alongside our Motor Product Team to support with the development and creation of process documentation
Responding and liaising with the Financial Ombudsman Service to ensure where complaints are escalated these are dealt with appropriately
Ensuring that best practice and expertise is shared across the Complaints team, and to wider Operational and Product areas

What we offer

33 days holiday (including bank holidays) when you join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays)
Option to buy or sell up to an additional five days of annual leave
All colleagues eligible for up to £3,600 of free shares each year after one year of service

Fulltime

Head of Debt & Money Advice

Based in the East End of London since 1884, Toynbee Hall is a charity working al...

Location

United Kingdom , London

Salary:

55000.00 GBP / Year

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Significant experience (minimum 5 years) delivering and overseeing complex debt advice casework
Strong working knowledge of welfare benefits advice and its integration with debt advice and financial wellbeing support
Substantial experience in a senior leadership role within an advice service, managing multi-site or multi-programme delivery
Strong understanding of FCA regulatory requirements, MaPS quality frameworks, and relevant legislation
Experience of working within specialist delivery environments, such as criminal justice, health, or mental health settings
Proven experience of leading relationships with, and reporting to, funders, regulators, and external stakeholders
Experience working with organisations such as MaPS, Ministry of Justice, HMPPS, Insolvency Service, NHS partners, or equivalent
Strong experience in service planning, performance management, and resource allocation within complex services
Strong understanding of customer access models, including triage and referral pathways
Level 4 accreditation in debt advice (e.g. CertMAP) or equivalent

Job Responsibility

Provide strategic and operational leadership across Toynbee Hall's integrated financial advice services, ensuring alignment between debt advice, welfare benefits advice, and financial wellbeing provision
Lead and support Advice Managers, fostering collaboration, accountability, and professional development across multiple delivery areas
Ensure all services meet FCA regulatory requirements and funder standards, maintaining high levels of technical quality and consistency across programmes
Act as the senior escalation point for complex casework, creditor challenges, complaints, and high-risk decisions
Lead on relationships with key funders, regulators, and system partners, including MaPS, Ministry of Justice, HMPPS, Insolvency Service, Macmillan, NHS Trusts, and delivery partners such as We Are Group
Work collaboratively with the Head of Partnerships to ensure consistency of delivery, standards, and performance across partner organisations
Work with the Head of Impact & Data to analyse service performance data and implement continuous improvement actions based on insight and learning
Work with the Research & Policy team to contribute to policy development, service design, and innovation across financial advice services
Represent Toynbee Hall in regional and national forums, working groups, and partnerships
Ensure compliance with safeguarding, data protection, and equality legislation

What we offer

25 days of annual leave, plus 3 additional days for our Christmas shutdown (on top of bank holidays)
After 2 years: +3 extra days of leave
After 3 years: +1 additional day
After 5 years: A total of 30 days annual leave, plus the 3-day Christmas shutdown
Standard Life Pension Scheme – Employer contribution: 4%, Employee contribution: 5%
Enhanced Sick Pay
Enhanced Maternity & Paternity Leave
Employee Eyecare Vouchers
Employee Assistance Programme
Mental Health First Aid

Fulltime

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Senior Customer Complaints Specialist Financial Services

Job Description

Job Responsibility

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