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Case / Complaints Handler
3 months ago
One of our Financial Services clients requires a Case / Complaints Handler to manage and take ownership of a wide range of complex issues and complaints from customers, whilst ensuring they are commercially aware at all times.
Key Responsibilities
Support the business in the disputes handling process and delivery of complaints by way of:
• Receiving inbound queries and complaints from customers / customer representatives, and responding in a timely and appropriate manner.
• Assisting with the preparation of DSAR information packs.
• Acknowledge complaints within regulatory deadlines, complete and maintain logs of all complaint registers and MI.
• Completing complaint investigations thoroughly; researching databases, files, records and meeting with relevant staff in order to produce a detailed report of the events and actions leading up to the complaint.
• Liaising with customers and write comprehensive decision letters to customers or their representatives.
• Liaising with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.
• Completing redress calculations and gather the information required to complete these calculations from third parties.
• Liaising with the firm’s legal representatives and insurers, and provide regular information and updates.
• Making fair and reasonable judgements about complaint outcomes in a timely manner and in line with TCF principles.
• Managing a workload of cases at various stages of resolution.
• Assisting in the completion of information gathering and audit.
• 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 & Compliance team to ensure the firm’s systems and controls are robust, support the immediate and future business plans, and adhere to regulatory requirements.
Knowledge and Skills
• Previous experience of working in a complaint handling role is essential.
• Experience of working in a Financial Services environment is preferable.
• Demonstrates commitment to the fair treatment of customers.
• Ability to review and interpret regulatory developments.
• Strong communication skills.
• Excellent organisation, influencing and relationship building skills.
• Strong analytical and investigation skills.
Working 35 hours a week, Monday to Friday either 9am - 5pm or 8am - 4pm with 1 hour for lunch.
