Complaints Officer
Location: Leicester based / Hybrid working negotiable
Contract: Full-Time
Salary: £28,000 – £38,000 PA (depending on experience)
The Role
To support the network to independently and impartially investigate, manage and resolve network and 3rd party complaints and disputes, providing a fair outcome whilst remaining commercially aware.
Key Tasks Include:
* Receiving inbound queries and complaints and responding in a timely and appropriate manner within FCA guidelines and timescales.
* Ensure that complainants are treated in a fair and consistent manner.
* Ensure you are familiar with the Financial Conduct Authority's Dispute Resolution Rules (DISP) and other relevant guidance is applied when handling complaints.
* Complete complaint investigations thoroughly; researching databases, files, records, and meeting with relevant staff/members in order to produce a detailed report of the events and actions leading up to the complaint.
* Where appropriate recommend suitable redress or arrange for remedial action to be completed to address the complaint, in accordance with Complaints Handling Policy.
* Manage a workload of cases at various stages of resolution.
* Confidentially and clearly communicate with all parties both verbally and in writing, ensuring that the complainant has a full understanding of the matter.
* Liaise with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.
* Ensure that accurate records of complaint investigations are maintained on the system as well as copies of all documentation and information used in support of the investigation.
* Assisting with producing management information for use by Senior Managers and Directors.
* Assisting with the recording and monitoring of legal fees.
* Work with the Risk and Compliance team to ensure the firm's systems and controls are robust, support the immediate and future business plans and adhere to regulatory requirements.
* Identify systems, procedures and control improvements.
* Provide support and assistance to any ad hoc compliance projects as appropriate.
Qualifications:
* CeMAP / Equivalent professional financial services qualification or willingness to work towards this.
Skills / Competencies:
* Able to demonstrate a suitable level of industry knowledge especially the mortgage and protection process and experience to conduct the role.
* A good grounding and understanding of working within a Regulatory environment.
* Excellent verbal and written communication skills.
* Confident in presenting complex information in a clear and concise manner.
* The ability to analyse information with a view to making informed decisions.
* Passionate in building excellent working relationships with both colleagues and members to deliver the right outcomes for all parties.
* Good team player, but with an ability to work under own initiative.
* Good computer skills including Microsoft applications.
Experience Required:
* Minimum three years of experience in a similar role within the financial services sector.
* Knowledge of the various FCA rules and guidance relating to the above sector (i.e. DISP, CONC, ICOBS, Vulnerable Customer and Consumer Duty).
* Experience of working under pressure, prioritising and working to tight deadlines.
* Competent on Microsoft Office Suite i.e. Excel, Word etc.
Personal Qualities:
* Highly self-motivated and with strong personal discipline to meet key objectives.
* Confident and assured manner when discussing regulatory matters, whilst maintaining an informative and consultative style.
* Commitment to the fair treatment of customers.
* Curious (root cause analysis).
* Able to focus on customer outcome(s) and avoiding foreseeable harm.
As our client is a non-sponsoring company, you must already have the right to work in the UK.
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