Job Description

Accenture is offering an excellent opportunity to grow your career in one of Ireland’s leading consultancy firms. You will gain valuable experience in financial services, complaints management and the consulting world that will stand to you. This role will be offered on a 6-month remote working contract. Full training will be provided to the successful candidate.

Key Accountabilities of the Role:

  • Managing a portfolio of complex customer cases through a complaints process to resolution within strict deadlines.

  • Managing the tracking and reporting of all complaint cases through the process.

  • Following a procedure document to access bank systems and collate customer information.

  • Engaging with different areas of bank to acquire additional relevant fact find documents/files as and when required.

  • Working closely and constructively with client stakeholders, sharing knowledge and best practices.  

  • Supporting key processes and drafting key outputs for investigation, impact / payment decision papers, customer letters, posting.

  • Presenting decision papers/complainant case strategies to key stakeholders and Governance Fora as required.

  • Liaising with client stakeholders to ensure quality across all process checks

  • Adhering to compliance and regulatory requirements at all times.

  • Ensuring a professional service is provided to every customer, where the customer’s experience is at the heart of each complaint.

  • Responding to ad hoc queries from the business



Qualifications

Minimum Experience

  • Experience within the Financial Services industry – preferably in either a mortgage or complaint space - MANDATORY

  • English as a first language

  • Exceptional letter writing, communication and interpersonal skills.

  • The ability to take ownership of a complaint, ensure resolution is fit for purpose and that it meets service standards.

  • Proven experience in a customer service environment.

  • Attention to detail - ability to follow a procedure document.

  • Able to work under pressure and meet tight timescales ensuring quality and accuracy.

  • Ability to make sound decisions of a complex nature.

  • Strong multi-tasking skills & attention to detail.

  • Desire to embrace change, successfully adapting to changing demands and conditions.

  • Knowledge of Microsoft Suite of Applications.

  • QFA or APA is desired but not essential.

Competency Requirements

  • Results focus – achieving results resiliently

  • Teamwork and collaboration – working together to deliver results

  • Planning and priority setting – getting things done effectively and efficiently

  • Problem solving and decision-making – making timely, accurate and quality decisions

About Accenture

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Visit us atwww.accenture.com.

Please note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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