Dispute Resolution Lead
Core
Supports the Dispute Resolution Manager in managing day-to-day operations, coaching the team on complaints management and customer service, and monitoring case progression for trends.
Role type
Senior IC dispute resolution operations lead
Builds
Effective and efficient complaints management and customer service processes
Domain
Financial services / Dispute resolution
Deliverable
dashboards & analysis
Required skills
Operations management, Performance improvement, Legal and policy interpretation, Complaint handling practice knowledge, Team coaching, Reporting, Telephony performance monitoring, Time management, Computer literacy (Word, Outlook, Excel, PowerPoint), DR process knowledge
Preferred skills
Strategic thinking, Quality focus
Technologies
Microsoft Word, Microsoft Outlook, Microsoft Excel, Microsoft PowerPoint
Responsibilities
Monitor and progress incoming cases for trends, Act as first point of escalation, Conduct monthly 1:1s, Check correspondence, Provide advice on best practice dispute resolution, Provide relevant reporting, Monitor telephony performance
Seniority
Senior, hands-on IC