About the opportunity:
We are partnering with our client, a multi award winning financial advisor support group based in Horsforth, Leeds.
An opportunity has arisen for an experienced and diligent Complaints Resolution Officer to join their team, playing an integral role in addressing and resolving client complaints with precision and fairness.
(This is a fixed term opportunity, working on a project that is expected to last around 3 years).
The successful candidate will take ownership of an allocated caseload and delve into the investigation of complaints, meticulously adhering to FCA DISP and FOS guidelines to reach resolutions that uphold regulatory standards and client satisfaction. You will compile evidence for each case, accurately recording details within their systems.
The Complaints Resolution Officer will provide comprehensive support for complaints escalated to FOS, as well as oversee redress calculations and facilitate payments, collaborating seamlessly with third-party entities as required.
You will be the primary point of contact for clients, engaging in clear and professional communication via both telephone and written correspondence.
Effective time management is paramount in this role, as you will be responsible for ensuring all cases are resolved within an 8-week timeframe, while working towards service level agreements and adhering to regulatory principles...