Level 4 Qualified Complain Handler
3 weeks ago
**Company Overview**
ITI Capital Limited is an FCA-regulated multi-asset brokerage firm, based in The City of London, specializing in serving institutional and professional clients, as well as private equity investors.
Our focus at ITI Capital is to be the broker of choice for clients who require an expert, personal service in asset classes and account types, including Equities, ETFs, Futures, Options, FX, CFDs, ETFs, Managed Funds and Fixed Income.
**Hours**: Monday - Friday 9 am to 6 pm
We are currently looking for a Complaint Handler to work in a results-orientated, quality-controlled environment where being able to work with a high level of accuracy to prescribed processes and strict deadlines is essential. You will be working as part of a compliance team helping a financial service provider to resolve customer complaints.
**Role: -**
Manage, investigate, and resolve customer complaints in accordance with the company's internal procedures.
Complete Case Handling and Complaint Handling review
Carrying out case reviews, reviewing various provider responses and progressing cases through an agreed process flow
Review data and evidence gathered in line with the scope of the customer complaint to assess eligibility.
Where required, liaise with relevant 3rd parties via phone.
Produce required response letters.
Work with a claims management workflow system
Work closely with different business units and functions to understand the context of complaints and to formulate appropriate responses.
Prepare and present regular reports to management detailing complaints, actions taken, and outcomes.
Maintain accurate and timely records of complaints, from receipt through to resolution, in the company's complaints management system.
**Essential experience**:
Level 4 Qualification
Extensive case handling/complaint handling experience, within Financial Services
Experience in dealing with customers in a regulated environment
Ability to demonstrate decision-making using a holistic approach.
Excellent attention to detail and accuracy
Ability to work to demanding deadlines (workflow & time management)
Ability to attain and maintain specified quality and production targets.
Ability to work independently and as part of a rapidly changing team.
Demonstrate an ability to work with honesty, integrity, and trustworthiness.
Strong communication skills, with the ability to deal with dissatisfied customers professionally and empathetically.
Maintain high standards of professionalism and competence.
Good communication skills
Good letter-writing skills.
Good telephony skills
**Job Types**: Full-time, Temporary contract
**Salary**: £200.00-£250.00 per day
Schedule:
- Monday to Friday
**Education**:
- Bachelor's (preferred)
Work Location: In person
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