Clerical Officer - Financial Service Industry New

My client are looking to hire a customer service clerical officer to join their team in Dublin 2. This position is a rolling temporary contract initially offered on a 6 month basis.

• Creation of new complaints on the Complaint Management System (CMS)
• Creating a new complaint record
• Reviewing submitted documentation to extract specific information and completion of related fields in the CMS
• Verification of personal contact information
• Reviewing of the information received to assess any further information or documentation required
• Correspondence with the Complainant to provide and/or request information/documentation
• Correspondence with the Provider to notify it of the complaint and seek any information/documentation as appropriate
• Assessment of the Complaint
• Reviewing the content of the information on CMS to confirm specific requirements
• Reviewing policy or other documents to identify the correct provider
• Referring complaint files to Assessment team
• Preparation of memos if appropriate for file escalation
• Identifying any consent problems or third-party data submissions in line with data protection policies
• Supporting line managers and colleagues as required to progress complaints, for example, this may include peer review, mentoring, file assessment or other such activity required
• Communicating with and providing a quality service to the public including providing accurate and clear information following the receipt of a complaint on how to progress a complaint
• Dealing with queries and progress requests received to group inboxes as requested
• Drafting clear memos setting out any queries
• Cross-check accuracy of any data already input to CMS to validate email address if necessary
• Processing and reviewing quality of documentation received
• Rename/Input CMS history descriptions to accurately describe content
• Quality Assurance check for every file before closure or progression to the next stage of the process
• Provision of excellent customer service
• Contribute to the achievement of Key Performance Indicators as they apply

Skills:

• Good standard of computer literacy, comfortable using Ms Word, Ms Excel, windows operating systems
• Good standard of written communication in a business style
• Good standard of oral communication as phone communication with Complainants and Financial Service Provider is routine
• Ability to analyse documents to identify required information and to understand the authors intent
• Ability to convey information in clear and accessible language, explaining information required in a manner that is easily understood
• Excellent customer service skills, treating colleagues and customers with respect and dignity
• Ability to organise and prioritise work, balancing activity on multiple files to ensure consistent and timely progression

• Previous experience working in a Public Service body
• Previous experience working in a front facing customer role
• Previous experience working in a legal administrative role

For more information please contact Ingrid on 015005922