Complaint Handler - Financial Services

Posted 11 September by Optima UK Inc Ltd
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Job Title Complaint Handler - Financial Services

Location Leicester

Salary Up to £35k per annum

Optima Professional Services are recruiting for an experienced Complaint Handler - Financial Services. You'll be investigating complaints raised in relation to Administered Pensions and will work within the legal requirements and guidelines set out by the FCA. You'll be responsible for maintaining a customer relationship throughout your case and where necessary, respond with your decision /outcome in writing.

Our client is an established Financial Services provider for retirement solutions. They work with a wide range of intermediaries, independent financial advisors, wealth managers, consultants for employee benefits and private banks. They're passionate about helping people with their pension needs, however complicated.

As a Complaints Investigator your main responsibilities will be;

  • Manage Case ownership - scheme deconstruction, file reconstruction, investigation, forensic assessment, analysis in order to prepare overviews, reports and recommendations

  • Follow processes using standard frameworks, subject to risk and compliance oversight

  • Evaluate and calculate any loss: apply correct interest calculation to any potential compensation

  • The ability to benchmark against POS / FOS decisions to ensure a fair approach with the regulator

  • Deliver work on litigation issues, witness statement preparation, internal reports, relationship and contract management

  • Stakeholder management with other departments; including Risk and Compliance

  • Ensure TCF is embedded whilst delivering fair outcomes to consumers.

  • Proactive in managing relationships and expectations with our clients, business partners and our members

  • Keep up to date with knowledge of HMRC and relevant legislation, regulations and guidance

  • Maintain and demonstrate knowledge of Trust Deeds

Minimum skills and experience required;

  • Excellent knowledge and experience of SIPP/SSAS, ISA's, and/or GIA's

  • Excellent communication skills, both written and verbal

  • Strong negotiating and influencing skills

  • Works effectively; both individually and as part of a team

  • Strong analytical and investigation skills

  • Good understanding of GDPR and DSAR legislation

  • Awareness of risk and controls

  • Professional qualifications including CF1, CF2, CF4 and FA2 or an interest to study towards

  • A minimum of 5 years comparable experience in a regulated financial services company or complex regulated environment

  • A minimum of 2 years complaint handling or trustee technical support, complex case management, specialist technical support, SME in investments/drawdown/SSAS, ISA's. GIA's.

25 days Holidays plus Bank Holidays

Hours: Monday - Friday, 9am - 5.00pm

Pension Contribution

Death in Service x 4

Reference: 36085125

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