File Reviewer (Pensions & Investments)

File Reviewer (Pensions & Investments)

Rate: £260 p/d via Rockford Payroll

Agreed Contractor Rate: £200.16 (Post deduction of all employer costs)

**Equivalent Annual Salary: £52,042.37

****Net Monthly Pay: £3,290.26

****Location: Remote

**Hours: Full Time

****Start Date: ASAP

****THE ROLE

We are currently looking for File Reviewers to work as part of a high-quality team helping a major financial service provider deliver a past business review project focused on investment product sales. You will be working in a results-orientated and fast paced environment, where your core responsibility will be to lead teams of case reviewers/ redress handlers/ admin handlers/ telephony agents to support them in delivering accurate and timely results for the client and its customers.

• Support team to achieve productivity/quality targets
• Learn and understand the process in depth
• Conduct Process Confirmations (Buddying in/Observing Team)
• Resolve any underlying or ongoing issues with individual team members or the group as a whole
• Make appropriate risk-based escalations and performance development plans for individual team members
• Work collaboratively with operational and support functions conducting impact assessments and training needs identification
• Deliver training through one-to-one and group sessions
• Embed QC feedback through one-to-one and group coaching
• Manage operational risk by ensuring governance and control processes are followed by your team
• Where applicable, attend client facing meetings and discuss technical aspects of your team reviews (on a case-by-case basis) e.g. Case Clinic

**EXPERIENCE / SKILLS REQUIRED:

**Essential

Extensive team leader experience managing teams within financial services, Remediation or complaint handling operational experience preferred

Proficient at MI tracking, reporting case status to management and progressing against deadlines

Effective at issue resolution, appropriate risk-based escalations and performance development/ coaching of teams

Excellent facilitation, presentation and delivery skills with knowledge of financial service products and providers

Able to adapt to change, often at pace, and bring others with them

Stakeholder management and the ability to manage relationships and work at all levels

Proficiency in MS office (Microsoft Excel, PowerPoint, Word etc)

Ability to be flexible and reliable when working under pressure

Attention to detail

Sound decision making and organisational skills

Ability to work remotely/ independently & as part of a rapidly growing Technical team

Demonstrate an ability to work with honesty, integrity and trustworthiness

Maintain high standards of professionalism and competence

**Desirable

Experience of managing a team handling inbound & outbound customer calls**************************