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Senior Complaints Handler
4 months ago
**Salary £31,000 - £33,000 based on experience**
We have a current opportunity for a Senior Complaints Handler on a permanent basis. The position will be based in Chatham,Kent. For further information about this position please apply.
Our client is a specialist mortgage lender that focuses on sub-segments of the mortgage market (buy-to-let, residential, commercial, development finance, bridging and asset finance). This role is based at their corporate office.
**The role**
The key purpose of this role is to understand, thoroughly investigate and manage all complaints received from our customers, with key focus on owning complaints that are of significant complex, significant vulnerability & Executive escalated across the formalresponse stage and resolving in line with FCA DISP timelines. Ensure that all complaints are handled in accordance with the Bank's Internal Complaints Handling Policy and Procedures, in line with Treating Customers Fairly (TCF) and FCA regulation considerations.
**Experience Requirements**
- 3 years' previous complaints handling experience working in a regulated financial services environment is essential
- 3 years' previous experience in undertaking FOS activity and building relationships
- 3 years' experience working in a Financial Services environment within a customer facing role is essential
- 3 years' experience of investigating complaints in line with FCA regulations is essential
- 2 years' experience of working with vulnerable customers is essential
- 2 years' experience in dealing with Executive complaints and managing senior management relationships and expectations is essential
- 2 years' experience in (all essential):
- Secured loans and second charge lending environment;
- Underwriting (Specialist Lending), Lending Servicing and Operations;
- Saving and Branch based Operations
