Motor Finance Resolution Specialist

BNP Paribas Personal Finance Group; Metropolitan Borough of Solihull; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Pension scheme

Health plan

Flexible benefits

Job summary

BNP Paribas Personal Finance UK is seeking a Customer Resolution Professional (Motor Finance) to investigate and resolve complaints in line with FCA regulations, ensuring fair and compliant outcomes. You will apply DISP rules and maintain customer-focused service with strong written and verbal communication.

The role emphasizes analytical thinking, data accuracy, and continuous improvement, while collaborating with colleagues to enhance processes and uphold Consumer Duty principles.

Qualifications

• Proven experience in Complaint Handling within Motor Finance.
• Strong communication skills with the ability to type and talk in real time, alongside excellent written, empathetic, and results-focused communication.
• Proven experience in complaint handling, particularly within motor finance and Satisfactory Quality claims, with sound judgement and attention to detail.
• Solid understanding of FCA regulations, including DISP, DCA structures, Consumer Duty, and Conduct Risk, with awareness of regulatory expectations.
• Proficient in using complaints management systems and digital tools, with strong keyboard skills and ability to prioritise and manage workloads effectively.
• Able to work independently while contributing to team learning, with good rapport building, letter/report writing skills, and awareness of customer vulnerability.

Responsibilities

• Investigate and resolve Motor Finance complaints within regulatory timeframes, ensuring fair and compliant outcomes.
• Apply FCA DISP rules and consumer credit legislation while staying up to date with regulatory changes.
• Deliver empathetic, customer-focused service with strong communication and problem-solving skills.
• Maintain high performance standards through quality reviews, training, and continuous development.
• Collaborate with colleagues, contribute to process improvements, and manage customer data accurately.

Skills

Complaint handling

Motor finance

Regulatory knowledge

Communication skills

Written communication

Time management

Analytical thinking

Empathy

Team collaboration

Tools

Complaints management system

Microsoft Office

Job description

BNP Paribas Personal Finance UK is seeking a Customer Resolution Professional (Motor Finance) to investigate and resolve complaints in line with FCA regulations, ensuring fair and compliant outcomes. You will apply DISP rules and maintain customer-focused service with strong written and verbal communication.

The role emphasizes analytical thinking, data accuracy, and continuous improvement, while collaborating with colleagues to enhance processes and uphold Consumer Duty principles.