Overview
The successful candidate will assist the Complaints Team Leader to maintain a robust complaints framework appropriate to Wealthtime and help the business identify changes that improve customer outcomes. You will be responsible for logging, acknowledgment, investigation and final resolution of complaints to meet financial services regulatory timescales, including responding to the Financial Ombudsman Service (FOS) and liaising with Professional Indemnity Insurers. The Complaints Officer will investigate and analyse the root causes of complaints.
Responsibilities
* Conduct thorough investigations into complaints raised, acting as a decision maker with regards to the complaint.
* Acknowledge and respond to complaints with a compassionate and professional approach.
* Collaborate with internal stakeholders to gather evidence and resolve complaints within regulatory deadlines.
* Liaise with the Ombudsman in relation to complaints.
* Assist the Complaints Team Leader with compiling regulatory and internal complaint reports.
* Analyse the root causes of complaints and make recommendations for business improvements to reduce repeat complaints.
* Aid the Complaints Team Leader in embedding our complaints quality assurance framework.
* Support the training and awareness of complaint handling across the wider business.
* Aid in embedding prompt resolution of complaints throughout the business by assisting front line staff with complaints handling.
* Maintain a focus on delivering excellent customer service to ensure Wealthtime is highly valued by our clients.
* Assist in a variety of projects to improve service delivery and ensure regulatory compliance.
Specialist Skills, Qualifications and Experience
* Experience of working for an Investment Platform or Pension provider, Investment products and/or funds transacted by Financial Advisers.
* Experience of handling complaints.
* Knowledge of relevant Financial Conduct Authority (FCA) rules.
* Good attention to detail.
* Excellent writing skills, including the ability to communicate potentially complex financial matters in a way that customers can understand, including non-advised and vulnerable customers.
* Ability to empathise with customers and view products and services from the customer’s perspective.
* Excellent interpersonal and communication skills.
* Ownership and accountability.
* Good influencing and collaboration skills.
* Excellent drive, with the ability to work unsupervised and on own initiative.
* Strong Consumer Duty knowledge and the ability to apply it to different scenarios.
* Ability to work well under pressure and to tight deadlines.
* Working knowledge of Microsoft Office products.
* A proactive and innovative approach to problem solving, applying logic to decision-making.
* Be a strong negotiator.
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