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File Reviewers

1 month ago

West Yorkshire, United Kingdom Compliance Professionals Full time

** File Reviewers x 10 – EXCLUSIVE ROLE **




THE COMPANY:


We have been instructed to assist with the hire of multiple File Reviewers on an exciting new project with a well established consultancy business. The role will involve end to end complaint handling, including file review, decision making and redress.







THE RESPONSIBILITIES:


  • Review assigned cases as per established process, policies and standards
  • Produce the appropriate decision for each case to the quality standards in place
  • Produce clear and concise customer communications including FDLs
  • Complete accurate and timely file notes on any customer communication
  • Update required system records in an accurate and timely manner
  • Identify areas and opportunities where process can be improved, both internally and client processing
  • Take the initiative and escalate issues in advance of activity becoming more complicated for the Business
  • To be signed off as competent and remain competent on allocated product work streams within agreed time frames and within the T&C Scheme
  • Manage client projects/work streams as required by the business
  • Take ownership for personal development, including the study for role specific qualifications and actively prepare for 121
  • QA files as required
  • Deal with telephone queries on helpline from stakeholders
  • Undertake ad hoc duties as assigned
  • Undertake training of less competent team members











EXPERIENCE REQUIRED:


  • Diploma Level 4 qualification is essential (i.e. Diploma in Financial Advice or Diploma in Financial Planning)
  • Working experience of DISP rules and FOS rights
  • Experience of regulated products such as investments, savings, pensions, SIPPs
  • Strong suitability of advice file review or complaints handling experience
  • Confident and adept at handling customer engagement through all types of media e.g. telephony
  • Sound client-facing experience or experience of working in a client services arena














For further information please contact Holly Courtney