Customer Service Representative - Email support

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