Complaints Associate

3 weeks ago


London, United Kingdom eFinancialCareers Full time

**Responsibilities: **
- Adhere to strict SLA’s relating to complaints handling as set by Lloyd’s and the FCA
- Where required, liaise with the Financial Ombudsman Service to bring about a fair and impartial conclusion to escalated complaints, so that good customer outcomes always occur.
- Review and learn from past decisions, including decisions made by the Lloyd’s, local Ombudsman and/or Regulators.
- Gather all necessary evidence in relation to complaints and ensure fair customer outcomes are always made.
- Work with internal departments and third parties in a timely manner to gather information and investigate complaints, while always providing the customer with a professional and efficient service.
- Where required, assist the Conduct Risk Manager in gathering complaints handling management statistics for committee and external regulatory body reports.

**Experience:
- Must have a strong technical knowledge and understanding of Lloyd’s and FCA expectations relating to Complaints Handling. Ideally, already working in a similar role.
- Experience of working with a complaints management tool (e.g., Caresmart) desirable
- Good understanding of the principles of good customer outcomes relating to the FCA’s DISP 1.3 Complaints handling rules, including for vulnerable customers.
- Excellent communicator with the ability to build relationships at varying levels both internally & externally.
- A strong team player
- An Innovative thinking, problem-solving, initiative-taking individual with excellent attention to detail and time management skills.

**Salary**: £40,000 - £45,000.

Location: London (hybrid working).

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