Complaints/DSAR Administrator

About Pepper Advantage Ireland:Pepper Advantage Ireland has been instrumental in helping Irish individuals, businesses and investors navigate their financial journey since 2012. We manage over €20bn worth of assets and have a skilled team of more than 600 people across Dublin and Shannon. We’re here to service loans and mortgages which includes processing loan payments and when needed, working with customers to resolve late payments or assist with financial difficulties.

As part of the international Pepper Advantage Group, we combine local knowledge with global expertise. With operations across the UK, Europe and Southeast Asia, we employ over 3,500 people and have over €50bn in assets under management.

About this role: The purpose of the Complaints/DSAR Administrator is to ensure that all Complaints/DSAR’s received are handled speedily, efficiently and fairly whilst adhering to the requirements of relevant legislative, regulatory and policy standards. The Complaints/DSAR Administrator will be responsible for ensuring that all Final Response Letters/DSAR’s compiled are of the highest quality with all aspects of the complaint/request addressed in full. The successful applicant will be required to work across both the Complaints & DSAR processes as per business needs.

Location: Shannon

Permanent/Full time

Key Responsibilities

Complaints Investigation

• Ensure all complaints received are recorded, investigated, and responded to in line with relevant legislative and regulatory requirements.
• Ensure excellent attention to detail with all written complaint responses comprehensively addressing all aspects of the complaint being addressed.

DSAR Compilation

• Ensure all DSAR’s received are recorded, compiled and responded to in line with relevant legislative and regulatory requirements.
• Ensure excellent attention to detail with all requests, comprehensively addressing all aspects of the DSAR requests.

Maintain Service Level Agreements (SLA) /Customer Service

• Prioritise daily workload in order to consistently achieve SLA.
• Build and maintain first class relationships with internal teams, clients and relevant third parties.
• Exhibit a strong customer centric focus at all times.

Additional responsibilities

• Escalate all issues/concerns identified to the relevant team/individual in a timely manner.
• If an error is identified during Complaint/DSAR compilation capture on error system.
• Complaints/DSAR data can be used as an effective feedback tool to identify process improvements across the business.

Skills & Experience

• Excellent communication skills, both written and verbal.
• A strong team player with internal customer focus.
• Excellent Influencing/Persuasion & Negotiation skills.
• Analytical skills, process-oriented focus.
• Excellent Organisational/Time Management skills.
• Strong attention to detail.
• Adaptability/Dealing with Change.
• Proficient with MS Word, Excel, and PowerPoint.
• Letter writing skills (Desirable).
• APA Qualified (Desirable).

Key Performance Indicators

• % of Complaints resolved/DSAR’s issued within regulatory timelines each month.
• % of Complaints/DSAR’s issued within SLA each month.
• Data quality in FRL’s drafted/DSAR’s compiled.
• Data recorded accurately in the relevant system.
• Capture errors as soon as identified on error system.

Competencies

• IT Knowledge
• Excellent communication skills, both written and verbal.
• A strong team player with internal customer focus.
• Analytical skills, process-oriented focus.
• Excellent Organisational/Time Management skills.
• Strong attention to detail.
• Adaptability/Dealing with Change.

Pepper is an equal opportunity employer.

Role Profiles are subject to change in line with business needs.

For more information on this role please email recruitment@peppergroup.ie

Job Types: Full-time, Permanent

Additional pay:

• Yearly bonus

Benefits:

• Company events
• Company pension
• Employee assistance program
• On-site parking
• Private medical insurance
• Wellness program

Schedule:

• Monday to Friday
• No weekends