Executive Case Specialist

2 months ago

Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time

Position Overview

We are currently seeking a skilled professional to fill the role of Complaints Handler at OSB Group. As a key member of our Customer Relations team, you will play a vital role in managing and resolving customer complaints in accordance with FCA regulations.

Key Responsibilities

  • Thoroughly investigate and manage all customer complaints, with a focus on complex and vulnerable cases.
  • Review and respond to FOS business file requests, ensuring detailed and informative responses.
  • Drive stakeholder engagement to communicate lessons learned and identify areas for process improvement.
  • Ensure FOS decisions are effectively communicated and remedial actions are completed.

Qualifications

  • Prior experience in undertaking FOS activity and building relationships with stakeholders.
  • Experience in a customer-facing role within the Financial Services industry, with a focus on complaint resolution.
  • Familiarity with FCA regulations and complaint handling processes, with a strong understanding of customer engagement principles.
  • Strong knowledge of complaint resolution methods and techniques, with the ability to adapt to changing regulatory requirements.

Company Overview

OSB Group is a leading specialist mortgage lender, dedicated to providing exceptional service to our customers while fostering an inclusive and collaborative work environment. Our unique operating model and commitment to Diversity, Equity, and Inclusion make us a standout employer in the industry.

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