Case Handler

The Capita Group is a market-leading, FTSE 100 company and our goal is simple – to help our diverse customer base of public and private sector clients provide an exemplary service to their customers. We aim to attract and develop talented people and pride ourselves on our ability to deliver excellence at all levels.

Capita Remediation Services are a leading player within the remediation market, having worked on every major regulatory review since 1998 helping our clients within the specialist financial services, utilities and telecommunications sectors face the remediation challenges. We provide both in-sourced and outsourced managed service solutions that are tailored to suit your specific requirements.

Contract end date: 31.08.2015
Working hours: Work any hours between 7.30am and 7.30pm over four days to make 37.5 hours. The minimum number of hours that can be worked in one day though are 7.5hrs with 30 minutes for lunch.

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 (e.g. 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 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

QUALIFICATIONS & SKILLS REQUIRED

2:2 numeric or academic degree or equivalent experience in a financial/customer services environment
Excellent verbal and written communication skills
Confident and customer focussed telephone manner
Numeracy and computer literacy (e.g. Microsoft Word, Excel and Outlook)
Able to analyse data and make decisions confidently
Customer focused when dealing with a range of people
Have meticulous attention to detail
Be highly organised and able to manage own workload to meet stretching targets and strict deadlines
Able to work at speed whilst maintaining quality and accuracy standards
Able to handle active caseload of work; simultaneously dealing with numerous cases
Able to work as part of a team
Willingness to be flexible and adapt to change quicklyPlease note; any offer of employment made by Capita will be subject to the satisfactory completion of referencing, basic disclosure, financial probity and additional Vetting & Screening checks. You will be required to provide a number of additional ID and proof documents if successful at interview.

If you are interested in heading up a busy team as our interim Case Handler please do not hesitate to apply with you CV by following the appropriate link.

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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.