We are pleased to be working with an award winning client requiring a Customer Resolutions Investigator to join their expanding team!
To investigate fully complaints received by the business. This will involve getting to the root of what has happened in each case in a methodical manner in order to make a judgement on what needs to happen and under the direction of the Compliance Manager, to share the outcome with the policy holder in an appropriate way.
To prepare well drafted and articulate acknowledgements of complaints, interim letters where required and final company decisions to policy holders in writing following investigation of complaints.
To make contact with policy holders by telephone and have the ability to converse in a polite and appropriate manner when investigating and/or advising complainants in relation to the resolution of complaints.
To be fully familiar with the company’s software systems to ensure these are used correctly to maintain accurate records of all stages of the complaints process.
To demonstrate an excellent knowledge of the FCA complaints handling rules and guidance and to remain updated on general changes to regulation.
Required Skills, Qualifications & Experience
Previous complaint handling experience within an insurance environment
Knowledge of FOS complaints regulations and processes
Understanding of TCF/conduct risks and their role in complaint resolution
Knowledge of the Dispute Resolution: Complaints (DISP) of the FCA handbook.
Strong analytical approach and problem solving skills.
Excellent Verbal and written communication skills with attention to detail.
Ability to demonstrate good decision making skills in relation to complaint outcomes
Good IT skills