Regulatory Complaints Handler

2 days ago

Solihull, United Kingdom The Right Mortgage and Protection Network Full time

**About The Right Mortgage**

**Benefits of a Regulatory Complaints Handler**
- A health & dental cash plan
- Death in Service
- Company sick pay
- A pension scheme
- A staff referral scheme
- An adviser referral scheme
- A friendly, motivated team and a supportive working environment
- Office closure over Christmas
- Open and communicative relationship with management, with regular 1:1 sessions

**Requirements of a Regulatory Complaints Handler**
- A minimum of 2 years previous experience working for, or in conjunction with the Financial Ombudsman Service (FOS)
- Knowledge of Financial Conduct Authority regulations and processes
- Familiarity with FOS & FCA approach to complaints handling
- A minimum of 2 years Financial Services complaint handling experience
- A strong understanding of the FCA regulations
- A strong understanding of Mortgages, Protection, PMI & Equity Release
- Strong written and verbal communication skills
- The ability to manage situations of potential conflict
- The ability to be impartial and pragmatic
- The ability to solve problems, think strategically and see the bigger picture
- Excellent organisational skills with the ability to manage own workload
- Excellent attention detail
- Good team player, but with the ability to work under own initiative
- The ability to analyse information with a view to making informed decisions
- Competent on Microsoft Office Suite i.e. Excel, Word etc.
- Have the drive and initiative to develop and maintain industry knowledge of latest regulatory guidance and best practice
- Report writing experience
- Able to follow, and where necessary, to adapt a process

**Responsibilities of a Regulatory Complaints Handler**
- Responsible for investigating, resolving and reporting Network complaints in line with regularity rules and guidance, establishing the facts of the case from relevant parties and systems to ensure the right outcome for both the customer and the client
- Responsible for identifying and monitoring root causes, trends and impacts of complaints, recommending remedial actions to correct the process, improve systems and controls
- Review complaint decisions referred by the Financial Ombudsman Service (FOS)
- Responsible for inputting of all complaints onto a complaint database accurately, ensuring that all data is correct and up to date
- Responsible for delivering changes to the complaints policy
- To ensure all internal complaints policies and procedures are followed and adhered to
- To provide monthly reports for the board
- To work closely with our Head of Quality, Policy & Risk and our Compliance Director

**Further details**
- Working hours: Generally, 9am - 5pm but could vary dependent on business needs

**Salary**
- £27,000 - £30,000 dependant on experience

**Job Types**: Full-time, Permanent

Pay: £27,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Solihull

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