Optimus
Case Handler - Banking Remediation
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Start Date - 5th October
Contract Length - Initial 6 months with likely extension
Day Rate - £150 per day, inside IR35 through Umbrella
Location - This is a remote working opportunity following 1 week mandatory on-site training in Bristol (no expenses provided).
Role Overview
We are looking for Case Handlers to support the delivery of a Banking remediation programme. The role will involve accurate administrative processing, data entry, and call handling, with a strong focus on quality and customer care, including dealing with bereaved customers.
Key Responsibilities
- Process case administration accurately and within agreed SLAs
- Carry out data entry and case file maintenance on internal systems
- Draft, send, and log outgoing customer correspondence (letters, emails)
- Review incoming correspondence and route or action appropriately
- Handle inbound and outbound calls with customers, maintaining a professional and empathetic tone
- Identify and appropriately manage cases involving sensitive circumstances such as bereavement
- Maintain accurate, auditable records in line with quality and compliance standards
- Work to daily/weekly productivity and quality targets
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Essential Experience
- Previous administrative or customer service experience, ideally within financial services
- Confident telephony experience (inbound and/or outbound)
- Strong written communication skills for customer correspondence
- Accurate data entry skills with good attention to detail
- UK resident
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Desirable Experience
- Experience handling vulnerable, bereaved or sensitive customer situations
- Background in complaints handling or remediation programmes
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