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Consumer Duty and Complaints Handling Officer
2 weeks ago
THE COMPANY: Our client is a global banking group with offices based in the City. They are looking to hire a Complaints Handling and Consumer Duty Officer on a permanent basis. THE RESPONSIBILITIES: Act as Consumer Duty expert Ensure all staff understand the complaints definition. Support the Complaint Manager with frontline staff complaints training. Monitor Complaints CRM Write and oversee customer responses. Ensure the Business provide good outcomes for the customer through complaint handling. Support customer satisfaction programs set for complaints and is included in reporting. Support the Senior Complaint Handling Manager carrying out good outcome testing using the Quality Assurance Tool. Deal with any complaints from the Financial Ombudsman Service Support the Senior Complaint Handling Manager with Root Cause Analysis activities to prevent reoccurring incidents. Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework. Support Retail and Business Banking to provide “good outcomes” for our Products and Services. Ensure fair value assessments are conducted in line with the expectations of the Consumer Duty Framework Support the business and maintain the Consumer Duty Dashboard To support the business to ensure regulatory compliance to Consumer Duty Principles Support with the implementation of the bank’s Consumer Duty Communication strategy Support the implementation of the Vulnerable Customer Framework Act as Secretary to the Consumer Duty Service Forum Champion opportunities to consistently improve the customer experience. Drive customer retention. Increase customer satisfaction. Understand customers and their specific needs. Provide support to customer experience reporting for working groups and seniors’ stakeholders. Work with key stakeholders to design surveys. Give Administrative support RMs in managing the portfolio of High NetWorth Individuals (Including all PEPs) and a number of non-borrowing corporate/business banking accounts To be their point person for communications in relation to complaints and facilitating communication in line with good customer outcomes. Ensure identified Vulnerable customers are being treated fairly in line with the Consumer Duty principles. Support Senior Complaints Manager to implement Consumer Duty and Complaints management training. Support the Senior Complaints Manager to implement the Consumer Duty Framework and ensure regulatory compliance Support CBO/Head of Department in other administrative functions as and when delegated. Work in a highly ethical manner consistent with policies and culture. EXPERIENCE REQUIRED: Must have Strong Consumer Duty experience or knowledge Experience managing complaint functions. Excellent investigation skills with the ability to identify errors. Appropriate handling of sensitive information Ability to work to FCA DISP deadlines. Effective and up to date maintenance of complaints CRM Excellent written and verbal communication skills Excellent relationship management. mediation and customer service skills For further information please contact Hannah Tabatabai #J-18808-Ljbffr
