Complaints Officer

Complaints Officer

Location: Leicester based / Hybrid working negotiable

Contract: Full-Time

Salary: £28,000 – £38,000 PA (depending on experience)

We are a technology-focused Mortgage Network, offering support services to Mortgage and Protection Advisers. Our goal is to continue to be the best home for Mortgage Advisers, Protection Specialists, Equity Release Experts and General Insurance Professionals, whatever their size or location, using market-leading technology.

The Role

To support the network to independently and impartially investigate, manage and resolve network and 3rd party complaints and disputes, providing a fair outcome whilst remaining commercially aware.

Key Tasks Include:

• Receiving inbound queries and complaints and responding in a timely and appropriate manner within FCA guidelines and timescales.
• Ensure that complainants are treated in a fair and consistent manner.
• Ensure you are familiar with the Financial Conduct Authority's Dispute Resolution Rules (DISP) and other relevant guidance is applied when handling complaints.
• Complete complaint investigations thoroughly; researching databases, files, records, and meeting with relevant staff/members in order to produce a detailed report of the events and actions leading up to the complaint.
• Where appropriate recommend suitable redress or arrange for remedial action to be completed to address the complaint, in accordance with Complaints Handling Policy.
• Manage a workload of cases at various stages of resolution.
• Confidentially and clearly communicate with all parties both verbally and in writing, ensuring that the complainant has a full understanding of the matter.
• Liaise with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.
• Ensure that accurate records of complaint investigations are maintained on the system as well as copies of all documentation and information used in support of the investigation.
• Assisting with producing management information for use by Senior Managers and Directors.
• Assisting with the recording and monitoring of legal fees.
• Work with the Risk and Compliance team to ensure the firm’s systems and controls are robust, support the immediate and future business plans and adhere to regulatory requirements.
• Identify systems, procedures and control improvements.
• Provide support and assistance to any ad hoc compliance projects as appropriate.

Qualifications:

• CeMAP / Equivalent professional financial services qualification or willingness to work towards this. 

Skills / Competencies:

• Able to demonstrate a suitable level of industry knowledge especially the mortgage and protection process and experience to conduct the role.
• A good grounding and understanding of working within a Regulatory environment.
• Excellent verbal and written communication skills.
• Confident in presenting complex information in a clear and concise manner.
• The ability to analyse information with a view to making informed decisions.
• Passionate in building excellent working relationships with both colleagues and our members to deliver the right outcomes for all parties.
• Good team player, but with an ability to work under own initiative.
• Good computer skills including Microsoft applications.

Experience Required:

• Minimum three years of experience in a similar role within the financial services sector.
• Knowledge of the various FCA rules and guidance relating to the above sector (i.e. DISP, CONC, ICOBS, Vulnerable Customer and Consumer Duty).
• Experience of working under pressure, prioritising and working to tight deadlines.
• Competent on Microsoft Office Suite i.e. Excel, Word etc.

Personal Qualities:

• Highly self-motivated and with strong personal discipline to meet key objectives.
• Confident and assured manner when discussing regulatory matters, whilst maintaining an informative and consultative style.
• Commitment to the fair treatment of customers.
• Curious (root cause analysis).
• Able to focus on customer outcome(s) and avoiding foreseeable harm.

As we are a non-sponsoring company, you must already have the right to work in the UK.