Customer Relations

6 days ago

Leeds, United Kingdom Amplifi Capital Full time

About Us:

One third of the UK working age population are unable to access affordable credit. We at Amplifi want to rectify this issue. We aim to improve the nation’s financial health, using our state-of-the-art FinTech ecosystem, allowing ethical lending via credit unions accessible to everyone in the UK.

Amplifi Capital are one of the top 5 lenders in the near prime unsecured personal loans market in the UK. Through our innovative work we have grown our new customer volumes by 5 folds in just the last two years alone. Aiming to increase that number even further as we progress.

We are the biggest name in the UK credit union market with the two largest Credit Unions in the UK on the Amplifi platform. We at Amplifi Capital want to go beyond that, aiming to be the biggest player in the UK personal loan market for the near prime segment. Standing out against our competitors, being at the forefront of personal loans market. 

We don’t just want to stop there,  with the launch of the Reevo Money and our anticipated credit card product in early 2024 we are expanding our footprint in the near prime lending space. 

People always come first at Amplifi Capital. From how we engage with our customers to the thorough recruitment process. Our journey is just getting started, the business has attracted amazing talent so far, and we don’t plan on stopping yet

The Role:

The Customer Relations Advisor role will join the compliance function and have responsibility for resolving customer complaints. These may be over the telephone, via email or by liaising in a more formal capacity with the Financial Ombudsman Service (FOS). You will be one of a number of points of contact for internal business functions as well as the FOS. Additionally. you will play a key part as a vulnerability champion by taking ownership of customer care, providing tailored support for vulnerable customers.

The role will be based in Princes Square, Leeds, with flexibility for some home working. You will be integral to the resolution and prevention of complaints and will work directly with the Compliance team and have exposure to various areas of the business.

Key responsibilities

  • Providing acknowledgements to the complainant at varying parts of the lifetime of the complaint and inline with the Company’s Complaint Policy and current regulation
  • Carrying out investigations and using the evidence to assess and formulate a ‘final response letter’
  • Liaising with the FOS from receipt of a complaint and managing all steps within the FOS process to include: Acknowledging FOS communications, creating business files, day to day queries from the FOS regarding cases under the FOS jurisdiction, understanding Investigator decisions and having the skill and confidence to challenge where appropriate and to accept where appropriate, providing additional detail upon request of an Ombudsman, communicating decisions and outcomes with the Complainant, expediting FOS redress rewards with the assistance of the Finance & Compliance Departments
  • Day-to-day handling of all BAU Compliance matters, including first point of contact for business and functions
  • General oversight of the complaints handling process
  • RCA analysis and associated reporting for production and coordination of Compliance MI
  • Collaborate with various internal departments, including collections, customer services, commercial, product development and operations, to support ACL’s compliance agenda
  • Completing ad-hoc compliance projects

Requirements

If you have the following experience, you would be a great fit:

  • Preferably educated to degree level or equivalent work experience
  • 1+ years' experience working in UK Financial Services in complaints/compliance monitoring, risk or audit.
  • 1+ years experience working with vulnerable customers
  • Demonstrable experience in consumer finance regulatory compliance requirements, you should have a ground understanding of the following:
    • FCA sourcebooks – CONC, DISP, SYSC, SUP
    • Three lines of defence
    • Data protection/UK GDPR
    • The FCA’s new Consumer Duty
  • Excellent communication skills
  • Highly motivated self-starter with an eagerness to learn
  • Attention to detail and excellent written & verbal communications skills are a must.

Benefits

  • Competitive salary
  • Hybrid Working
  • 25 days annual leave
  • Pension
  • Discount shopping
  • Private health insurance
  • Sociable company


Commitment:

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note that all roles are subject to pre-employment checks.

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