Financial Complaints Resolution Specialist

4 days ago


London, Greater London, United Kingdom St. James's Place Full time

About the Role


We are seeking an experienced Financial Complaints Resolution Specialist to join our team at St. James's Place. In this role, you will be responsible for investigating and resolving customer complaints in a fair and timely manner.



Key Responsibilities

  • Investigate customer complaints thoroughly, gathering all relevant evidence and collaborating with internal stakeholders to ensure effective resolution.
  • Identify the root causes of complaints and negotiate resolutions where necessary, ensuring compliance with regulatory requirements.
  • Produce clear and well-written decision letters explaining the conclusions reached, communicating confidently and sensitively with customers.
  • Maintain accurate records of complaints using our database 'Respond', ensuring timely updates and detailed reports.


Requirements

  • Proven experience in regulated complaint handling within the financial services industry.
  • Excellent communication skills, both verbal and written, with the ability to detail reasoning and actions clearly.
  • Technical understanding of financial products, including life, pensions, investments, trusts, and tax.
  • CII Level 4 Diploma in Financial Planning or willingness to work towards it.


What We Offer

In addition to an attractive salary, you will receive an excellent benefits package, including:



  • Non-Contributory Pension – 10% (increasing with length of service) with further pension matching.
  • Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.
  • Best in class terms and conditions including 6 months paid parental leave.
  • Private Medical and Dental Insurance.
  • 28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday.
  • Discretionary bonus scheme dependent on company and personal performance, varied by level.


Estimated Salary: £35,000 - £45,000 per annum, depending on experience.



Why Work for Us?

At St. James's Place, we value our employees and offer a supportive and inclusive work environment. We believe in providing opportunities for growth and development, and we are committed to making a positive impact in the communities we serve.



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