Complaint Resolution Specialist
This is a challenging role where you will be responsible for managing complex complaints and ensuring fair treatment of customers while adhering to regulatory requirements.
Key Responsibilities:
* Gather and collate evidence requested by the Financial Services and Pensions Ombudsman (FSPO) to support the bank's position.
* Engage with the business areas as required while preparing the bank's response to the complaint.
* Deliver high-quality work with attention to detail.
* Negotiate settlements with customers in mediation.
* Build strong working relationships with internal and external stakeholders.
* Execute instructions accurately and timely, in line with procedures.
* Ensure strict FSPO deadlines are met.
* Support team colleagues as needed to ensure timelines are met.
* Act as a customer advocate, keeping the customer at the forefront of everything we do.
* Take personal responsibility for continuous learning and development.
Requirements:
* Previous experience in complaints-handling within financial services.
* Strong analytical and investigative skills to assess complex complaints and prepare detailed responses.
* Excellent attention to detail to deliver high-quality documentation.
* Effective communication and negotiation abilities for engaging with stakeholders and mediating settlements.
* Accredited Product Adviser (APA) qualifications are required.
* FSPO experience is desirable but not essential.
What You'll Get:
Hybrid working with flexibility of location. Excellent on-the-job and learning opportunities. Join a diverse and inclusive company whose customers and employees are at the forefront of everything they do. A very competitive hourly rate and annual holiday accrual.