Regulatory Agent

+6 month contract to then go permanent

+On site in Newcastle 5 days a week

+£12 - £15 ph

Skills:

+FCA regulation

+Complaints experience

+Customer Services

+Financial Services

My client has a long-established partnership with a major UK High Street Bank, where they manage their personal lending business. They provide support to customers and colleagues, contacting them with financial enquiries and requests about their loan account. They also provide support to their client's loan product finance team.

We are looking for x2 Regulatory agents to join our team of Regulatory Agents supporting colleagues in putting our customers at the heart of everything we do every day. Is that you?

• Do you have a passion for helping make things simple and easy for customers?
• Do you enjoy getting your teeth into supporting with more complex requests that may need teamwork with colleagues from other areas?
• Do you get satisfaction from knowing you've helped achieve the right outcome for a customer, and even better getting it right first time?
• Do you like to work in a fast paced, ever-changing environment that includes working to strict deadlines?

Required:

• Sociable, helpful and eager to provide excellent service to customers.
• An excellent eye for detail, ensuring customer interactions meet our client and regulatory obligations.
• Keen to take responsibility for managing customer information in line with GDPR.
• Experience of working with computer systems, specifically Microsoft Excel.
• Having knowledge and experience of Financial Conduct Authority (FCA) regulation in complaint handling, particularly Dispute Resolution rules and Customer Outcome Testing is highly desirable. If not, then experience in other regulated environments would also be useful.
• This role involves monitoring customer calls taken by colleagues and assessing them against agreed criteria as well as investigating and resolving customer complaints.
• Strong written and verbal communication skills are essential, both in terms of corresponding directly with customers where concerns are raised or in detailing the outcome of a colleague's monitored call.
• A Team Player who enjoys collaborating with team mates to deliver that outstanding customer service together, and working together to identify continuous improvement ideas.

If you would like to discuss the regulatory agent role in more detail, please send your updated CV to (see below) and I will get in touch.