Complaints Associate

Summary

This job is for a Complaints Handler in a financial services company. The role involves managing client complaints, staying updated with regulatory guidelines, and identifying service improvement opportunities. The ideal candidate has a degree in STEM, Finance, Business or Law, 2-3 years of experience in a complaints handling role in financial services, excellent interpersonal skills, an analytical mindset, high attention to detail, and the ability to challenge and propose alternative solutions.

Requirements

• Educated to degree level in a STEM subject, Finance, Business or Law (preferred but not essential)
• Excellent interpersonal and communication skills, with an analytical mindset and a desire to learn
• The ability to quickly process information and relate that to the workings of the firm
• A high level of attention to detail
• A willingness to challenge and propose alternative solutions
• The ability to look at grievances from a client’s perspective and to reach decisions from a neutral point of view
• 2-3 years experience within a complaints handling role in financial services

Responsibilities

• Become fully conversant with our complaints process
• Ensure the complaints log and admin systems are updated with new cases and closures on a daily basis
• Liaise with 1st line teams to ensure that logging procedures are being followed properly
• Take ownership of your own complaint case load
• Liaise with operational areas as part of the investigation process
• Provide Final Written Responses for approval by the UK Head of Complaints
• Assist with the weekly and monthly compilation of complaints-related Management Information
• Assist with the completion of regulatory returns in respect of complaints data
• Assist with the compilation and production of Root Cause Analysis data and reports
• Provide insight into Root Cause Analysis trends and assist with the further development of the Root Cause Analysis feedback process
• Identify service improvement opportunities as a result of complaint case findings
• Assist with the compilation and delivery of quarterly feedback sessions to the Compliance Assist team and the wider business
• Deputise for the UK Head of Complaints and act as poinf of contact for case-specific and complaints-related queries from the business, clients or other stakeholders
• Monitor the Complaints Inbox and internal escalations channel
• Advise, support and challenge the business / senior management in the identification and management of risks
• Track and manage the Complaints Log to ensure that cases are dealt with within the required timescales

Benefits

• Unique challenges that will help you grow and realise your potential really fast
• Opportunity to make a big impact - you will create products used by millions of investors to build wealth
• Work with smart, high-performing colleagues with a common goal in a flat, cross-functional team structure
• An environment where nothing is set in stone, no bureaucracy
• Appreciation for your talent and ideas
• Generous remuneration package including annual bonuses