Financial Complaints Resolution Specialist

3 hours ago


London, Greater London, United Kingdom CMC Markets Full time
Job Overview
As a Complaints Resolution Analyst at CMC Markets, you will play a key role in ensuring that all customer queries and complaints are handled efficiently and effectively. This includes capturing and documenting complaints, conducting thorough investigations, and providing fair outcomes for customers. The ideal candidate will have strong problem-solving skills, be able to work methodically and logically, and possess excellent communication skills.

Key Responsibilities
1. Work with various business areas to implement the Group Complaints Handling Policy and ensure that complaints are accurately recorded and investigated in a timely manner.
2. Provide clear and transparent communication with clients regarding complaint progress.
3. Escalate serious or complex complaints to management as necessary.
4. Identify trends in appeals and complaints and conduct root cause analysis.
5. Ensure that all business areas are aware of complaints handling requirements.
6. Build effective working relationships with other business areas to understand their processes and procedures and identify potential issues affecting customer experience.
7. Continuously challenge policy and procedure to improve processes and services.
8. Provide internal and external reporting as required, including regulatory and audit returns.

Requirements
The successful candidate will have a working knowledge of financial markets and related products, preferably from a leveraged background. Experience within the financial sector is also essential. Additionally, the candidate should be IT competent, particularly in MS Office, and possess excellent communication and numerical skills. A methodical and thorough approach to tasks, ability to work to deadlines, and capacity to work independently and within a team environment are also crucial.

Salary Information
We offer a competitive salary of £40,000 - £55,000 per annum, depending on experience.

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