Customer Service Representative

6 days ago

Pune Maharashtra India, Maharashtra Selections HR Services Private Limited Full time

Responsible for managing complaints raised by customers (directly or via third parties like Claims Management Companies or solicitors) regarding issues with their Vehicle finance loan. These complaints typically involve concerns about commission beyond the interest rate limits set by the Financial Conduct Authority (FCA) & Irresponsible lending practices This refers to situations where the finance company may have failed to properly assess whether the customer could realistically afford to repay the loan

Key Responsibilities:


Complaint Logging:

  • Log all received complaints into the system within 5 working days of receipt.


Complaint Review:

  • Understand the nature of the complaint, including:
  • Allegations of hidden or excessive commission
  • Claims of undisclosed interest rates
  • Concerns about irresponsible lending


Information Gathering:

  • Retrieve relevant finance agreement details from internal applications
  • Check for any commission arrangements or discretionary commission agreements


Communication:

  • Respond to the complainant or their representative within the required timeframe
  • Provide clear, transparent information about commission and interest arrangements


Documentation:

  • Ensure signed Letters of Authority are in place when dealing with third parties

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