Dispute Analyst - P2P

Responsibilities

• Arbitrate customer disputes professionally as part of the P2P market frontlines
• Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
• Create a culture and processes which achieve business goals and objectives with regards to customer service
• Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholders and peers
• Act as the Voice of the Customer across the organization
• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
• Ensure customer and complainant surveys are carried out continuously to produce timely, up-to-date information about customer experience