Executive Case Specialist

3 weeks ago

Chatham, United Kingdom OneSavings Bank Plc Full time

**About the team**:
The Customer Relations team handle complaints for the OSB group in line with the Financial Conduct Authority regulations to ensure complaints are addressed fairly and accurately.

**Our philosophy**:
**What you will be doing**:
In this role, you will have the opportunity 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 escalatedacross the formal response stage and resolving in line with FCA DISP timelines.

Your responsibilities will include
- Handling all complaints received across all product lines within the formal response stage of the complaint handing process, with responsibility of owning those complaints of a more complex or vulnerable nature, and also executive committee escalated issues.
- Owning all complaints that are of a significant complexity or vulnerability nature, as well as all Executive escalated complaints.
- Handling all FOS business file requests in line with the Banks FOS process, taking the relevant actions to review the Banks original response, assessing whether fair or unfair outcome and providing FOS with a strong and comprehensive business file for theirinvestigation and adjudication.
- Ensuring all FOS decisions are communicated effectively and remedial actions are completed where applicable.
- Driving stakeholder engagement with support of the Root Cause function to ensure lessons learned are clearly communicated and ensure operational areas take ownership to identify improvement areas.
- Identifying, through all channels of Complaint handling & utilising FOS lesson learned any areas where the Group complaints process requires enhancement.

**In return for your commitment**:
Please use this link to see the fantastic benefits available at OSB:
**Could you be the one?**

We are looking for talented individuals who have the experience and knowledge set out below:

- Previous experience in undertaking FOS activity and building relationships.
- Previous experience working in a Financial Services environment within a customer facing role is essential.
- Previous experience of investigating complaints in line with FCA regulations is essential.
- Knowledge of approaches and principles for customer engagement and response is essential
- Working knowledge of investigation methods and resolution of complaints is essential.

**What to do next**:
Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you
- OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds._
- As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. _
- We don't stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board leveland on a monthly basis receive updates on our progress. _
- #LI-HYBRID #INDLP_

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