Remediation Case Handler

**Job Specification**:
**Location**
- Bath**Employment Type**
- Full time**Department**
- Customer Operations**Appointment Type**
- FTC**Hours**
- 37.50**Ref No**
- 10036**Job Information**:
**About Us**:
At Wealthtime, we take pride in our role as a multi-award-winning financial technology company, known for our outstanding 5-star service platform. Our journey is guided by our shared values and behaviours: 'Seek Opportunity', 'Nurture Each Other' and 'Simply Get Going.'

With new ownership since 2021 and significant investments of over £17 million, Wealthtime is on an exciting path of growth. Our team, consisting of approximately 300 dedicated individuals, is at the heart of our journey, and we welcome you to join us as we continue to make our mark in the industry.

**About the Role**:
The Remediation Case Handlers will collectively act as a specialist remediation team and providing support to Wealthtime's remediation function.

You will facilitate good customer outcomes both on the telephone and in writing and by processing customer refunds and supporting customers with queries and giving updates where necessary.

This role is on an initial 9 month fixed term contact basis.

**Key Responsibilities**:

- Dealing with remediation calculations; including requesting information from external parties
- Review and collation of the data; including, building full case files
- Reviewing complaints in relation to distressed investments
- Working within tight time constraints, at various stages, with sensitive information
- To commit to and uphold Wealthtime company values
- Identify and accurately report any customer complaints in accordance with the company policy, in order to initiate an investigation and reach a prompt resolution for both the company and the customer
- Report to line managers any identified breaches in procedures from any areas of the business, so that corrective action can be implemented to remedy the breach

**About You**:
**Essential**:

- Experience dealing with customer complaints within a financial services environment
- Used to working under own initiative as well as following policy and process

**Desirable**:

- Experience working in an investment platform environment
- Experience working on a remediation project

**Rewards & Benefits**:
**Competitive Compensation**: We offer a competitive salary that reflects your skills and contributions.

**Hybrid Working**: Enjoy the flexibility of a hybrid work model, balancing the comforts of home with the camaraderie of the office.

**Yearly Discretionary Bonus**: Look forward to a yearly discretionary bonus as a token of appreciation for your dedication.

**Generous Holiday Package**: You'll receive 34 days of holiday per calendar year, including bank holidays. Plus, we offer the option to purchase or sell up to 5 additional days per year, tailoring your time off to suit your needs.

**Wellbeing at Heart**: We understand the importance of your well-being, which is why we offer a Wellbeing day, allowing you to take a break when you need it most, whether it's for your birthday, moving house, or simply pampering yourself.

**Professional Growth**: We're committed to your professional development and will support and encourage your career advancement.

**Comprehensive Health**: You and your family's health is a priority for us. We provide a Private Medical scheme that can be extended to full family coverage, an Income protection scheme, and a Life assurance scheme.

**Financial Security**: Prepare for your future with our Group contributory pension scheme.

**Travel with Ease**: We offer interest-free season ticket loans to help with travel costs.

**Giving Back**: You can participate in our Wealthtime Foundation Day to support charitable activities.

**Opportunities for Growth**: We actively promote internal progression, so your journey with us can take you from agent to team leader and beyond.

**Recognition Matters**: Our excellent in the moment recognition scheme ensures your hard work is acknowledged and celebrated.