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Complaints Specialist (External Disputes Resolution)


Customer Service & Support

IT & Telecoms Confidential
3 weeks ago

Job Summary

We are looking for a Complaints Specialist to handle incoming complaints for external dispute resolution platforms. Someone with legal experience and the ability to effectively analyse legal case outcomes to identify Revolut’s weak points. The goal is always the same: to improve the quality of our services and make sure what we deliver is WOW.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 1 year

Job Description/Requirements

What you’ll be doing:

  • Handling all otherexternal dispute resolution complaints (including FOS, AFCA, MAS, CASE, FSPO, US regulators, etc.) in accordance with local law and regulation
  • Representing Revolut for external dispute resolution platforms
  • Identifying, analysing, and resolving issues while helping to implement team and company improvements
  • Analysing case outcomes to identify Revolut’s weak points in order to strengthen them
  • Setting up and improving internal procedures
  • Actively contributing to the culture where the fair treatment of customers is a priority
  • Organising and maintaining a central archive of all data, ensuring everything is recorded accurately and easily accessible
  • Testing and strengthening current quality controls
  • Seeking to go above and beyond the role by taking real ownership of problems, policies or procedures from end to end
  • Cooperating closely with other departments during case investigations

What you'll need:

  • A Bachelor’s degree or equivalent in Law, or a Legal background
  • Financial Services experience
  • Experience working with complaints/disputes
  • Fluency in English with exceptional communication and writing skills
  • An analytical mindset able to investigate and get to the root of a problem
  • To know where and how to obtain relevant information
  • Strategic thinking skills for knowing when and how to best utilise means of redress (i.e. refunds, including negotiations)
  • Strong problem solving skills to use analysis and resources to efficiently resolve a complex case

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