Here at Grovelands, we’re regularly on the lookout for skilled Payment Protection Insurance (PPI) Case Handlers to recruit for our financial clients, but what exactly do we look for? We’ve compiled this post to help potential employers and employees know what to focus on throughout the recruitment process.
Of course, we recruit talent for a range of clients; from big banks to smaller challenger banks, and each one will want a slightly different candidate for the job, matching their individual company culture, but there are some universal traits that employers look for in a PPI Case Handler.
Experience & Knowledge
One of the biggest things we look for when recruiting PPI Case Handlers is prior experience. Usually we look for jobseekers with at least 12 months experience in a very similar role, as our clients like to take on case handlers with an in-depth knowledge of the PPI industry.
Of course, any new contractor or employee will be trained on the firm’s individual systems and procedures, but there is a big difference between someone who has worked at three or four banks and understands the complicated ins and outs of PPI, and someone fresh out of university, or transferring from a job with a different skillset.
We’ve found that people who have experience working at several firms will do better in the role of PPI Case Handler, but that doesn’t mean we won’t consider graduates, they’ll just be paid lower than a more experienced candidate.
There are reputational & financial risks to mishandling PPI claims so it’s imperative that Case Handlers know the product and understand how to effectively process cases.
Personality & Dedication
As with any employer, the ideal candidate will be friendly yet professional; they’ll be speaking to customers on the phone, as well as dealing with a variety of queries, so politeness is a must.
Usually, our clients look for people who are highly-motivated and confident working in a very fast-paced and cut-throat environment. PPI Case Handling can get hairy and the complaints volume is some of the highest in the financial services sector, so case handlers need to be conscientious, thick-skinned and able to work under very high pressure.
Adaptability is another key personality trait, so that case handlers can deal with the vast range of PPI cases that land on their desk.
Speed & Reliability
Confidence is important, but firms don’t want their case handlers to be chatting all day, so they must balance this out with a laser-sharp focus and reliability that they can consistently get their job done.
PPI Case Handlers must be able to get through at least three to six cases each day to meet their targets, which they won’t get done if they’re lacking in any of the abovementioned personality traits. Employers need the whole package and rely on case handlers to respond to complaints in a timely manner, especially in the current PPI climate.
If your firm is looking to recruit PPI Case Handlers, Grovelands can help you find candidates with all the above traits plus much more, so let us know what kind of person it is you’re after and if we accept the works we’ll find the best talent in the sector to fill the roles.
We have also partnered with a predictive hiring software company to establish the specific skills required for a successful PPI Case Handler based on research carried out by us at the end of last year. If you manage or oversee a PPI Complaint Handling operation and would like to understand the inherent behavioural traits of high performers in greater detail, please complete your details in the form below and we’ll email you a copy.