Complaints handling job (bank)

nyc_451

Has any of you worked in complaints department in a bank?

Could you share your experiences, please... What was the assesment like and whether it was worth it.

I work in a similar role right now and I could carry on for years, however, I have no personal interest in the industry, I'd be more keen on learning about finance.

[Deleted User]

Might be a good idea to check out individual bank websites and look at vacancies and recruitment processes.

jonnygee2

Could you share your experiences, please.

I have worked as a complaints handler for bank. I still work in a bank, in something somewhat related to the customer service division too.

Generally, the cases are pretty complex. You'll have to try to pull together a summary of what's happened by listening to phone calls, reading emails / chats they have sent etc as well as looking at their account history and details, which can be very complicated as the customer may have given several versions of events to different people, and often lack communication skills to clearly state their case. It needs patience and time.

The other big skill is writing. You'll need to be a quick typer and well written. Final complaints summaries can be very long and need to be detailed and clear.

You'll need some knowledge of banking regulation but that is easy to pick up.

The plus side is that the cases can be very interesting. You'll be exposed to a very wide variety of people and problems, every complaint is different and there's always a new story to tell!

nyc_451

Thank you for your reply Jonny, I really appreciate it.

To be honest, I don't think I'd be able to perform well in this role... Better stick with my current job for now and not risk failing the probation.

vroombroom

Pretty much what Jonny said. I work a bank in a contact centre dealing with complaints. I deal with resolving complaints at first point of contact, so normally resolving the issue the customer has and then reimbursing them for call costs, expenses and a payment for any inconveniences caused. If I am unable to resolve it, it will get passed through to a high level complaints team.

It can be quite draining listening to complaints all the time, I won't lie. I've had petty ones like the customer didn't like the colour of the debit card we sent them to major bank f*** ups, GDPR breaches and stuff.

Good luck.

nyc_451

Yes, listening to complaints can be draining... My current role involves answering enquiries and dealing with complaints, so I occasionally get easy days.

I keep an eye on vacancies in the local building society and the salary for customer servicr advisor seems to be very low, 16-17k. Complaints department offers more but I suppose it requires more skills.

Thanks for your input.

Exodi

My sister works in a complaint handling role and the stories she tells me; there's no way I could do what she does.

It's not the complaints that niggle me, it's the petty and minuscule issues.

She often has customers (typically of the 'older' variety) arguing for hours over literal pennies. Even if you can categorically prove they are wrong, you can still expect a swift talking down to about how corrupt banks are and how this is tantamount to daylight robbery.

Customers calling up to tell you that they found their 12 minute wait in the high street bank unacceptable. They don't want anything, they just want to make you trip over yourself apologising to them.

Complaints about things that aren't even anything to do with the bank but you'll still be blamed... "I was supposed to be paid this yesterday! Where are you hiding my money?!"

"Hi, I tried to change my address over the phone but I was told I'd need to bring some ID in person to do this, I'm far too busy to be able to come into a branch." "Sorry, that's our procedure to protect customer security" "IWANTTOSPEAKTOYOURMANAGER"

Nooooooooooooooooooooo thank you.

vroombroom

Exodi wrote: »

My sister works in a complaint handling role and the stories she tells me; there's no way I could do what she does.

It's not the complaints that niggle me, it's the petty and minuscule issues.

She often has customers (typically of the 'older' variety) arguing for hours over literal pennies. Even if you can categorically prove they are wrong, you can still expect a swift talking down to about how corrupt banks are and how this is tantamount to daylight robbery.

Customers calling up to tell you that they found their 12 minute wait in the high street bank unacceptable. They don't want anything, they just want to make you trip over yourself apologising to them.

Complaints about things that aren't even anything to do with the bank but you'll still be blamed... "I was supposed to be paid this yesterday! Where are you hiding my money?!"

"Hi, I tried to change my address over the phone but I was told I'd need to bring some ID in person to do this, I'm far too busy to be able to come into a branch." "Sorry, that's our procedure to protect customer security" "IWANTTOSPEAKTOYOURMANAGER"

Nooooooooooooooooooooo thank you.

This has been my shift tonight. Someone calling because they had to wait in branch to speak to someone. Go watch Britain's Got Talent or something!