Senior Complaints and RFI Analyst

Overview 

Are you ready to start your career in a rapidly progressing company with service at the heart of everything we do? Then you've come to the right place.  

We are GC Partners and we are a specialist financial exchange company. We help Private and Corporate clients move their money at the best rate, using our 20 years of experience, our bespoke technology and dedication to customer service. We have 6 offices around the globe including Hong Kong and Dubai, with further expansion in the future.  

We have a fantastic opportunity for a Complaints and RFI Analyst to join our busy and growing Client Services Team.  

If you have a collaborative and adaptable work ethic, a drive for success and are looking for your next opportunity then we would like to hear from you. 

Person Specification   

• Own both functions end-to-end, ensuring issues and regulatory requests are handled accurately, promptly, and in line with policy. 
• Requires a proactive, analytical, and customer-focused professional with strong organisation, attention to detail, and clear communication skills. 
• Key responsibilities include ensuring regulatory obligations are met, fair customer outcomes achieved, and maintaining strong relationships with customers, brokers and partner banks. 
• This role reports in the to the 'Head of Broker and Client Services' 

Duties/Responsibilities:

• Complaints   

  • Act as the primary point of contact for all customer complaints, ensuring they are logged, acknowledged, and managed in line with internal procedures and FCA requirements. 
  • Investigate and resolve complaints to deliver fair, balanced, and well-documented outcomes. 
  • Draft and issue acknowledgment and final response letters that are clear, accurate, and empathetic. 
  • Conduct root cause analysis to identify recurring themes or underlying process weaknesses. 
  • Collaborate with business areas to recommend and implement process improvements, helping reduce complaint frequency and improve customer experience. 
  • Maintain and periodically review the complaints handling policy and procedures, ensuring continued compliance with regulatory and internal standards. 
  • Produce and deliver management information reports summarising complaint volumes, trends, and root causes to senior management.  
• RFIs
  • Act as the central contact for all RFIs (requests for information) from partner banks and Compliance  
  • Triage, coordinate, and manage RFIs to ensure timely and accurate responses 
  • Prepare and deliver comprehensive, high-quality responses supported by appropriate documentation and rationale, using evidence gained from conversations with customers and Brokers over the telephone, email and Zoho CRM 
  • Analyse RFI trends to identify recurring issues, emerging risks, and opportunities to strengthen financial crime controls. 
  • Provide insight and reporting to Compliance and Risk management to inform strategic decision-making. 
  • Build and maintain strong working relationships with partner banks and internal stakeholders to ensure effective communication and issue resolution. 
  • Support ongoing enhancement of the RFI management process, implementing best practices and process improvements.  

• Data Analysis and Reporting   

  • Develop and maintain consolidated management information for both complaints and RFIs, highlighting key metrics, emerging risks, and performance against service standards. 
  • Identify systemic issues through data analysis and collaborate with relevant teams to develop corrective actions. 
  • Support the preparation of compliance and risk reports for management and governance committees.  

• Stakeholder Collaboration   

  • Partner with Compliance, Risk, Operations, and Customer Service teams to ensure consistency and timeliness in responses. 
  • Work closely with the Head of Financial Crime Compliance, Head of Banking Networks, Product Management Office and other senior stakeholders to ensure effective management of both functions. 
  • Provide guidance and subject matter expertise to colleagues on complaints handling, RFI management, and best practice in customer and regulatory communication. 
  • Exhibit GC values: accountability, passion, integrity, excellence, collaboration and personalization. 
  • Accountable for understanding Consumer Duty policy and procedures; partnering and collaborating within the team to achieve set standards.

Qualification & Experience  

• Two plus years experience in complaints handling, RFI management, issue resolution or financial crime compliance within a regulated financial institution. 
• Strong understanding of FCA regulations, Consumer Duty, and financial crime compliance frameworks. 
• Excellent written and verbal communication skills, able to convey complex or sensitive information clearly and diplomatically 
• Confident Microsoft Excel user with an analytical mindset with strong attention to detail and the ability to identify and interpret data trends. 
• Organised and proactive, capable of managing multiple priorities whilst prioritising the right items 
• Collaborative team player with a strong sense of ownership and accountability.

Benefits of working at GC Partners 

• 25 days of holiday per year, plus bank holidays
• Workplace pension – employer contributions
• Complimentary Health insurance 
• Employee assistance program
• A truly global business with opportunities for growth

Equal opportunities  

GC Partners is an equal opportunity employer. We welcome applicants from all backgrounds and each applicant is given fair consideration throughout the recruitment process. 

Please be aware that due to the volume of applicants, we may not be able to respond to all applications.