Customer Relations Officer/compliance Auditor

7 months ago

Bromley, United Kingdom Foresters Financial Full time

**Summary of Role**

To resolve complaints made to the firm according to the Financial Conduct Authority’s (FCA) Dispute Resolution regulations to ensure all complaints handled receive the fairest outcome.

**Key Responsibilities & Duties**
- Complaint resolution of all types of complaint within Service Level Agreement
- Maintain complaint records.
- Liaise with Financial Ombudsman Service in respect to referred complaints.
- Assist in development and maintenance of complaint-handling procedures.
- Liaise with Customer Services when required.
- Assist with Complaint Management Information Reporting.
- Work closely with the relevant management teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer.

**Knowledge, Skills and Experience**
- 2-3 years’ Financial services experience an advantage.
- Previous complaints handling experience, ideally within a regulated environment.
- Basic working knowledge of Life Assurance and Pension products.
- Knowledge of Conduct Risk and Good Customer outcomes.
- Strong organisational skills and workload management.
- Good communication skills both written and verbal.
- Empathy towards ethical business model and good customer outcomes culture.
- Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.
- Able to communicate with the wider teams and be able to remain professional even when issues are contentious.

**Qualifications**
- GCSE ‘O’ Level or equivalent (including English and Mathematics)
- ‘A’ Levels (or equivalent) desirable
- Professional qualifications (financial or insurance) desirable

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.

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