Customer Advocacy Executive
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
We have an exciting opportunity for a Customer Advocacy Executive to join our Customer Advocacy team. We are looking for someone who cannot only lead people but also engage and motivate our colleagues.
What will you be doing
- End-to-end complaints investigation, lettering, root cause and adhering to the regulatory and agreed internal SLA’s, Including the development of the Appeals/Complaint process, recommending any enhancements to improve the process
- Monthly customer Deep-Dive Analysis to determine our optimal strength and areas of improvement
- Working as part of a team identifying change and delivering improvements to the operation through System, Process or Procedure
- Provide a framework to ensure that Customer Satisfaction results are being actioned and appropriately remediated
- Provide oversight of the firm’s Vulnerable Framework ensuring customers are being treated fairly and in line with agreed strategies
- Acting as Dual Credit Authority ensuring all proposed arrangements are in the best interests of the customer and in line with agreed strategy and framework
- Daily management of centralised inboxes and centralised trackers in line with SLA’s
Skills & Person Specification
- Previous experience of complaints handling and investigation in a regulated environment is essential
- Great communicator with key stakeholders a professional and emphatic individual who understands the importance of Treating Customers Fairly
- Consistently demonstrates that “the customer is at the heart of everything we do” by engaging with customers and resolving customer queries in a timely and effective manner
- Proven track record of working under pressure in a fast-paced organisation
- Accurate review and interpretation of borrower’s financial information
- Can work effectively as part of a team
- Attention to detail and accuracy with strong organisational skills
- Ideally QFA qualified, minimum APA required
Why Mars Capital?
Mars Capital puts the customer at the heart of everything we do by seeking to understand the circumstances of our borrowers and help them, using all reasonable means available, return to long term financial stability. Mars Capital is also part of the Arrow Global Group. Which is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purpose – building better financial futures.
We offer a competitive salary and attractive benefits package, and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs and the opportunity to work collaboratively with multiple European countries.
Please note – we are an equal opportunities employer and CBI regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening. (Strictly No Recruitment Agencies Please)
Who we are
Arrow is an ambitious company. Our determination to succeed is matched by our drive to do things the right way – ensuring we create a sustainable business that builds better financial futures for our stakeholders.
We are entrepreneurial, fast-paced and decisive. Proud of our family values, we cherish working together in a safe, supportive community.
We trust our people to make the right decisions – and we back them all the way. We’re also brave enough to acknowledge mistakes – and to learn from them.
We celebrate success and reward those who take personal accountability to help us achieve exceptional long-term results.
We’re open and eager to embrace new ways of working. Ours is a diverse community, enriched by our local identities, working collaboratively to build a powerful, unified and dynamic organisation.
Benefits
Gadget scheme
Buy/sell
holidays
Discount scheme
Gym flex
Learning & Development
Colleague Socials
Employee Assistance programme
Annual Bonus scheme
We’re a social bunch
We’re a social bunch and like to take time to unwind and have fun. We work hard so it’s important we take time to relax. We know that not everyone wants to get involved, which is fine, but for those who do, we’ve got this covered. We're brave and creative in our approach, but make sure we put on a range of events to make sure there's something for everyone.
Meet our colleagues
Don't just take our word for it.
Here's what the people who work here have to say about being part of the Arrow Global family.
Diversity & Inclusion
As part of our wider Environmental, Social and Governance (ESG) framework we do things to make Arrow a more inclusive environment where people can bring their ‘true selves’ to work and ensure we can attract and retain a diverse workforce that bring different perspectives and ideas to Arrow.
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