Customer Care Compliance Officer

3 weeks ago

Horsham, West Sussex, United Kingdom Oxbow Resourcing Full time

Are you dedicated to enhancing customer experiences and ensuring adherence to industry regulations? If you possess a keen eye for detail and a commitment to regulatory compliance, we have an excellent opportunity for you.

Oxbow Resourcing is proud to collaborate with a prominent provider of global travel insurance solutions. As part of a well-established international insurance group, they are focused on delivering outstanding service and reassurance to their clientele.

In response to expanding operations, they are seeking two committed Complaints Officers to become integral members of their vibrant team.

Position Overview

As a Complaints Officer, your primary responsibility will be to oversee and resolve customer grievances in alignment with regulatory requirements (PRA, FCA, EIOPA, etc.) and organizational policies. You will ensure that all complaints are addressed promptly, professionally, and in accordance with the company's dedication to Treating Customers Fairly (TCF).

Key Responsibilities

  • Conduct comprehensive investigations into customer and corporate complaints, drafting Final Response Letters and preparing documentation for the Financial Ombudsman Service (FOS).
  • Manage the Complaints inbox and maintain precise records in Complaints Registers and databases.
  • Effectively communicate with stakeholders, including customers, legal representatives, and FOS officials.
  • Stay informed about regulatory and legislative changes, ensuring that the company's complaint management processes remain compliant.
  • Support the Complaints and Compliance department by advocating for FCA, Conduct, and TCF initiatives.

What We Seek

  • In-depth understanding of FCA Handbook standards and best practices in complaint resolution.
  • Ability to apply knowledge in essential areas such as Treating Customers Fairly, Vulnerable Customers, and Data Protection.
  • Strong decision-making capabilities, with the ability to meet strict deadlines.
  • Proficiency in Microsoft Office and exceptional communication skills, particularly in written correspondence.
  • Experience in the insurance sector, especially in travel insurance, is advantageous.

What We Offer

  • A hybrid work environment that allows for a balance between office and remote work.
  • The chance to make a meaningful impact within a respected international organization.
  • Opportunities for professional development within a team that prioritizes compliance, customer care, and continuous improvement.

Join Us

If you are prepared to embrace this challenging yet fulfilling role and contribute to maintaining the high standards of this Travel Insurance Services organization, we invite you to express your interest. Become part of a company that values and nurtures your skills and expertise.

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