Complaints Handler

Portafina investment Management has an exciting new opportunity available in our Resolutions team. This department is responsible for investigating and resolving complaints in an accurate and timely manner, and analysing their root causes, in accordance the requirements of the FCA’s dispute resolution handbook.

**Job title: Resolutions Analyst/ Assistant**

Starting salary in the range of **£22,500 - £25,000 DOE,** plus annual bonus scheme and supported CII exam progression.

**A typical day**

Portafina supports over 12,500 clients and is entrusted to look after over £600M of cherished savings, so there is always plenty to do. A working day will typically be.
- 37.5 hours per week (Monday to Friday)
- Hybrid approach with a blend of office and working from home. Minimum of 3 days in the office.

Responsibilities may include:

- Investigating complaints and drafting acknowledgements and responses within the regulatory timeframes.
- Communicating with clients to attempt resolution at the first point of contact and keep them updated throughout the resolution process.
- Notifying Insurers of claims and liaising with them on a regular basis.
- Accurately recording complaints, ensuring the complaint file is organised and kept updated.
- Handling complaints at the Financial Ombudsman Service, communicating with them regularly and professionally, and drafting responses and calculations.
- Liaising with the Adviser Team regularly on complaints received and responses.
- Assisting with investigating and analysing root causes for complaints, escalating issues and trends, and providing solutions and actions.
- Liaising with senior members of staff; communicating updates and core findings from analysis.
- Keeping up to date with industry and regulatory requirements.
- Undertaking CPD relevant to the role to ensure knowledge remains up to date.

**Essential qualities**:
Portafina has a forward thinking, flexible and friendly working environment and would be perfectly suited to someone who has/is:

- Strong attention to detail and accuracy.
- Ability to interpret and analyse information.
- Good communication and interpersonal skills with ability to adapt style to audience.
- Excellent letter writing skills.
- Pro-active approach.
- Ability to effectively organise, manage and prioritise time.
- Ability to actively challenge and present ideas.
- Professional tone and client service skills.
- Demonstrate great empathy and skill when speaking to clients with the ability to be pro-active and navigate the call effectively.
- Great teamwork skills with willingness to share knowledge.
- Willingness to learn.

**Desirable qualities**:

- Good understanding and knowledge of the regulatory system including DISP requirements and FCA handbook.
- Good understanding and knowledge of compliance policies and procedures.
- Knowledge and understanding of the financial advice process and financial products including technical pensions knowledge.
- Financial services qualifications at Level 3 or above in pensions and retirement planning, financial services regulation, financial services products, and financial planning practice (CII or other examining body).
- Previous experience in a complaints handler or customer agent role.

**Benefits we offer.**
- Competitive salary structure
- Clear and defined progression routes
- Supported financial study to gain qualifications
- Private Health care
- Company pension
- 25 Days paid Holiday in addition to UK Bank HolidaysLife insurance & Critical Illness Cover
- Birthday day off
- Hybrid approach with a blend of office and working from home. Minimum of 3 days in the office.

Portafina Investment Management is a specialist financial advisory business focusing on pensions and retirement which looks after over £600m in pension assets for more than 12,500 clients.

Founded in 2017, we help clients get the best out of their pensions, both now and in the future. Whether that be through accessing pension benefits, reducing charges, or improving their performance, we’re focused on delivering specialist financial advice along with a great level of service.

In a fast-paced industry that is rapidly evolving, we are at the forefront of providing a proposition that hasn’t been easily available to the everyday person until now. We need to keep providing great customer service as we grow, and as the environment and technology around us changes. We can’t do that by standing still.

Based, in Rochester, Kent, we employ over 150 likeminded people that strive to do an exceptional job for our clients. In turn we create a positive nurturing environment in which they can thrive - from entry level roles with training, development, and career progression available through to highly qualified experienced industry professionals.

A great place to work must continue to hire great people, so, if you think you could be one of them, we want to hear from you.

As well as a competitive salary, you’ll receive the follo