Complaints Handler

2 weeks ago

Pune, Maharashtra, India Selections HR Services Private Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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