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Complaints Officer - Remote/Hybrid - Financial Services
PURPOSE OF THE POSITION
- To support in the investigation and management of complaints that are reportable to the current financial regulator, the FCA
- To handle and provide advice and guidance to the business on handling complaints which are not "reportable".
- To manage risk within the company by ensuring that lessons are learned from the complaints made by customers (whether justified or not) and that procedures systems and controls are enhanced to mitigate the risk of a recurrence.
- To reinforce the Consumer Duty within the company by ensuring that complaints are considered objectively; investigated fully; and that decisions are fair.
KEY RESPONSIBILITIES
- Respond to escalated complaints by impartially investigating the circumstances and communicating a decision through a final response letter, in a clear and empathetic way.
- Maintain up to date data and records for complaints.
- Collate complaints reporting for Management Information (MI).
- Support business areas with complaints handling and queries.
- Report to senior management on the performance of the various areas handling clients with regards to complaints and errors.
- Represent the company where members pursue their complaint through the Ombudsman.
- Assisting with collating information for DSAR’s.
- Support with administrative tasks in both the Compliance and Complaints Teams.
- Collating information from various departments for the business’s conduct risk scorecard and reporting to the Head of Compliance.
- Assisting Compliance Executive with ensuring the Compliance Manual, Policies and Guidance Notes are accurate and up-to date.
- Performing compliance monitoring reports and providing recommendations on processes.
- Ensuring the business communicates in a way which is clear, fair and not misleading by conducting regular audits and inspections of its website and social media posts.
- Monitor the business’s complaint process to ensure that it complies with FCA 'Dispute Resolution (DISP)’ rules.
OTHER RESPONSIBILITIES
- Adhere to the Financial Conduct Authority Individual Conduct Rules, and The Exeter’s Expectations
EXPERIENCE AND QUALIFICATIONS
- Have experience working in the regulated financial services industry.
- A basic working knowledge of Insurance is desirable.
- The ability to assess complaints objectively, sympathetically and fairly.
- Must have the right to work in the UK.
PERSON PROFILE
- Excellent organisation and prioritisation skills.
- Excellent communication skills, across all platforms.
- Competent letter writing capability.
- Able to work at a fast pace and manage interruptions.
- Good relationship builder with excellent team working skills.
- Excellent customer service and ability to deal with difficult and unusual situations.
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