Kristjan Eier

Oversee Complaints Resolution: Ensure that complaints are handled promptly, fairly, and in accordance with the othe Financial Conduct Authority (FCA) rules.

Root Cause Analysis: Identify the underlying causes of recurring complaints and work with other departments (e.g., customer service, product teams) to address systemic issues and improve processes.

Team Management: Lead and motivate a team of complaints handlers, ensuring that they are adequately trained, well-supported, and aligned with company objectives and regulatory requirements.

Complaint Metrics and Reporting: Track and report on key complaints metrics, including volumes, resolution times, and customer satisfaction. Provide regular updates to senior management on complaint trends and any potential risks.

In addition to overseeing day-to-day team operations, I led several critical initiatives to enhance operational efficiency and ensure compliance with regulatory standards:

Developed Standard Operating Procedures (SOPs) for the onboarding process, ensuring a smooth transition as the project was being rolled out. This included collaborating cross-functionally with product, compliance, and IT teams to align support processes with business objectives.

Created Comprehensive Complaints and Privacy Procedures from the ground up, implementing new workflows that ensured consistent handling of customer complaints and communication chains between our data team and operations.

Team Supervision: Oversee a team of customer support agents, ensuring they are effectively responding to customer inquiries and issues in a timely and professional manner.

Coaching & Development: Provide ongoing support and training to team members, helping them develop their skills, resolve complex customer issues, and improve performance.

Performance Monitoring: Set clear performance goals and KPIs (Key Performance Indicators) for the team. Regularly monitor and assess team performance to ensure high levels of productivity and customer satisfaction.

Motivation & Engagement: Foster a positive work environment, encouraging teamwork, collaboration, and employee engagement to ensure high morale and retention.

Scheduling & Resource Allocation: Manage team schedules to ensure there are adequate resources at all times, including shift planning, holiday scheduling, and workload balancing.

Customer Inquiries & Issue Resolution: Respond to customer inquiries about account balances, transactions, and services via phone, email, and chat.
Resolve issues related to payments, account errors, and product features in a timely and professional manner.

Card Transaction Disputes: Assist customers in resolving card transaction disputes, investigating unauthorized transactions, and guiding them through the chargeback process.
Ensure compliance with company policies and financial regulations while handling disputes.

Manager Callbacks & Escalations: Handle manager callbacks for customers requesting escalation, addressing complex issues or complaints that require senior management involvement.
Ensure that escalated cases are resolved promptly and to the customer’s satisfaction.

Training New Employees: Help train and onboard new team members, providing guidance on customer service protocols, systems, and financial products.
Share best practices and assist in improving team performance.