Disputes Resolution Executive

The Opportunity

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

- Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
- Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.
- Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
- Care about sustainability? We want to be better for our people, environment, and society.
- Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too.

The Role & Responsibilities
- The Dispute Resolution Executive plays an important role in the Bank’s ability to effectively manage regulated complaints and dealing with section 75 claims. The role holder will be responsible for handling regulated customer complaints, complex queries, section 75 claims, and warranty claims
- The role holder will be accountable for delivering good quality outcomes which are aligned to Shawbrook’s customer charter and ensure that cases are managed efficiently and in a timely manner
- Providing support to management by producing accurate documentation, ensuring the quality and accuracy of data input and ensuring all standard conditions are satisfied as detailed in the company's procedures manual
- Ensuring a timely resolution and keeping levels of complaints and section 75 disputes to a minimum in line with the service standards and FCA regulation (for complaints). This will include correspondence with CMC’s/law firms and direct customers and where appropriate liaising with Shawbrook partners and suppliers
- Dealing with any cases referred to the Financial Ombudsman Service (FOS) and be the point of contact with FOS relating to the cases assigned to you
- Ensuring cases are recorded accurately and promptly on the Complaint/Dispute Management System
- Handling calls and responding appropriately and in a courteous and efficient manner
- Developing strong relationships with key partners and other staff offering a personal service
- Being flexible with responsibilities and have a positive attitude towards any changes to role, company/departmental objectives, priorities, and targets
- Demonstrating a strong understanding of the principles of Treating Customers Fairly (TCF) and to being able to assess customer outcomes within this

The Person
- Good standard of education; must include English & Maths Experience
- Demonstrable experience of working with FCA regulated complaints as a complaint handler
- Have evidence of handling section 75 claims effectively and in line with the CCA
- Solid banking industry experience
- Knowledge of Conduct Rules
- Knowledge of TCF
- Understanding of FCA Handbook including relevant DISP rules and requirements
- Excellent verbal and written communication skills
- Excellent planning and organisational skills
- Able to work under pressure and to tight deadlines
- Ability to work as part of a team

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum of 25 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done