Executive Case Specialist

1 week ago

Wolverhampton, Wolverhampton, United Kingdom OSB Group Full time
About the Role

The OSB Group is seeking a highly skilled and experienced individual to join our Customer Relations team as an Executive Case Specialist. In this role, you will be responsible for handling complex complaints and ensuring that they are resolved in a fair and timely manner.

Key Responsibilities
  • Investigate and manage complex complaints received from customers, with a focus on resolving issues in line with FCA DISP timelines.
  • Own complaints of significant complexity or vulnerability, as well as executive-escalated issues.
  • Handle FOS business file requests and provide strong, detailed responses.
  • Ensure engagement with bank-wide stakeholders on FOS findings and lessons learned.
  • Identify areas for process improvement and implement changes to enhance the Group's complaints process.
Requirements
  • Previous experience in undertaking FOS activity and building relationships.
  • Previous experience working in a Financial Services environment within a customer-facing role.
  • Previous experience of investigating complaints in line with FCA regulations.
  • Knowledge of approaches and principles for customer engagement and response.
  • Working knowledge of investigation methods and resolution of complaints.
What We Offer

We offer a competitive salary and benefits package, including a discretionary annual bonus opportunity, 28 days annual leave, contributory pension, and access to private medical insurance and medical cash plan.

About Us

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. We are committed to diversity and inclusion, and we encourage applications from individuals from diverse backgrounds and experiences.

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