Senior Complaints Handler recruitment
The role holder will be required to present well-reasoned arguments at a senior level, including, but not limited to, Chief Executive Officers (CEO's), Managing Directors (MD's), Wealth Legal (internal), and accountants and solicitors (external). The successful candidate will be required to build strong relationships with Front Office stakeholders.
The role holder will also be required to clearly explain the reasons for case decisions to internal/external clients. They will negotiate with clients (where applicable) to facilitate a resolution to a complaint, obtaining co-operation from operational areas and third party product providers if required
The role holder must calculate levels of redress or compensation and evaluate levels of goodwill payments as appropriate. The successful candidate will ensure that any offers of compensation are within agreed discretionary limits or gain the appropriate sign-off.
The role holder will practice proactive diary management to ensure that complaint cases are progressed to resolution without unnecessary delays and are dealt with in priority order to achieve personal/team targets and regulatory timescales.
They will adhere to the Customer Relations Accreditation Scheme, achieving the required level of quality on an ongoing basis across all areas of complaint handling.
The right candidate will have a thorough knowledge of Life, Pension and Investment products, including Investment Portfolios, and of the Regulated Financial Services environment, along with experience of redress calculations. A thorough understanding of the complaints lifecycle within the financial industry is also required.
The role holder will support the development of the Review Officers at Analyst 3 and 4 level by acting as technical point of contact and by maintaining an open and honest working relationship through discussion and sharing of information, and creating 'best practice' in relation to the standards applied.
Minimum of full Financial Planning Certificate (FPC 1, 2 3) or Certificate for Financial Advisors (CEFA) is required.
