Customer Relations Officer/Compliance Auditor

7 days ago


Ashford, Kent, United Kingdom Foresters Financial Full time
Customer Relations Officer/Compliance Auditor

The Vacancy

Summary of Role To resolve complaints made to the firm according to the Financial Conduct Authority's (FCA) Dispute Resolution regulations to ensure all complaints handled receive the fairest outcome. Key Responsibilities & Duties
  • Complaint resolution of all types of complaint within Service Level Agreement
  • Maintain complaint records.
  • Liaise with Financial Ombudsman Service in respect to referred complaints.
  • Assist in development and maintenance of complaint-handling procedures.
  • Liaise with Customer Services when required.
  • Assist with Complaint Management Information Reporting.
  • Work closely with the relevant management teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer.
Knowledge, Skills and Experience
  • 2-3 years' Financial services experience an advantage.
  • Previous complaints handling experience, ideally within a regulated environment.
  • Basic working knowledge of Life Assurance and Pension products.
  • Knowledge of Conduct Risk and Good Customer outcomes.
  • Strong organisational skills and workload management.
  • Good communication skills both written and verbal.
  • Empathy towards ethical business model and good customer outcomes culture.
  • Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.
  • Able to communicate with the wider teams and be able to remain professional even when issues are contentious.
Qualifications
  • GCSE 'O' Level or equivalent (including English and Mathematics)
  • 'A' Levels (or equivalent) desirable
  • Professional qualifications (financial or insurance) desirable
About us Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. What we do We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley. Our Benefits Work/life balance Competitive benefits Flexible/Hybrid working Pension plan Bonus Staff savings Testimonials Myra O'Neil "I've been supported by Foresters in both my professional and career development for over 30 years, from Administrator to Manager. I feel all employees have a strong sense of belonging and take pride in providing excellent customer service." Andrew Jones "Foresters Financial is a special place to work because of the people and their passion to deliver our purpose. I love the fact that the customer is at the heart of everything we do, and I am proud of the charity work Foresters do in the communities that we serve." Pattern N'Guessan "I am surround by positive and mindful people; whilst regular social activities promote good dynamics amongst staff. There is also ample opportunity for professional development in the form of training as well as exciting projects." #J-18808-Ljbffr

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