Complaints Officer

2 weeks ago


Glasgow, United Kingdom Shawbrook Bank Full time

**The Opportunity**:
We’re changing the mortgage market for the better, helping more people with flexible and competitive products. We're transforming how we do business and are looking for someone to help shape our digital future.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

TML is a specialist intermediary-only mortgage lender that provides products and criteria that meet the needs of borrowers who are not served by the high street.

**The Role & Responsibilities**:
We are currently looking for a Complaints Officer to investigate and respond to customer complaints and provide support to first‐line stakeholders while ensuring that regulatory requirements and expectations are met and that customer outcomes are in keeping with Treating Customers Fairly (TCF) principles. The Complaints Officer will also review and monitor complaint volumes, identify trends, and establish root cause to ensure the delivery of fair customer outcomes, prevent future complaints and improve customer experience.
- Handle calls and correspondence and respond appropriately and in a courteous and efficient manner
- Investigate complaints fully, in accordance with the Complaints Policy and Procedures and compose clear, and comprehensive written final responses
- Liaise with internal stakeholders to action appropriate resolutions where possible and/or award redress in line with internal requirements and the documented approval process
- Undertake thorough root cause analysis of all complaints and recommend actions to prevent recurrence where appropriate
- Record, track and see all actions arising from root cause analysis to completion
- Review and prepare files for consideration by the Financial Ombudsman Service
- Analyse and review complaints volumes internally and against industry benchmarks
- Prepare and submit complaints returns to the FCA and provide regular updates and insight to the Executive Management and Risk, Oversight & Compliance Committees and Board
- Proactively keep informed of Financial Ombudsman Service determinations. Ensure complaints are recorded accurately and promptly on the Complaints log
- Develop strong relationships with key internal and external stakeholders
- Demonstrate a strong understanding of the FCA DISP requirements and the principles of TCF and be able to assess customer outcomes within this
- Escalation of any problem or issue to management or where appropriate to the Risk & Governance and/or Compliance & Legal teams
- Prepare and deliver complaints training to internal stakeholder
- Maintain complaints policies and procedures to industry standards and review and update as required to ensure continued adherence to regulatory requirement

**The Person**:

- Experience of complaint / dispute handling
- Experience in mortgage lending / servicing
- Experience undertaking end to end account reviews / investigations
- Experience of working in a team
- Excellent Customer Service skills
- Adaptable & Flexible
- Excellent verbal and written communication skills


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