Description
Commercial Banking FOS & Specialist Case Manager
My client, a tier one bank, are looking to hire a Commercial Banking FOS & Specialist Case Manager to join their Complaints, Disputes and Litigation (CDL) Team (3-5 people) on a long-term contractual basis.
The successful Commercial Banking FOS & Specialist Case Manager will handle complaints for a number of divisions within Commercial Banking. The candidate's opportunity to add value is displayed via their ability to understand, and then help the business, remove the root cause of complaints.
FOS & Specialist Case Managers are responsible for re-assessing existing cases in response to submissions from the Financial Ombudsman Service (FOS), ensuring original response is tested against any new evidence offerred by the customer or FOS as part of the alternative Dispute Resolution process.
The overriding aim is to assess, understand and respond to customers' complaints and address any tasks which arise as a result of complaints.
Specific Accountabilities include:
Responding to Adjudicators and Ombudsmen in appropriate and timely manner; focusing on customer fairness in line with Group values.
Ensure all considerations are taken to adhere to Group's Claims and Complaints policies and procedures.
Liaise confidently and concisely with internal stakeholders, including but not limited to: Legal, Compliance, SMEs, Head of Complaints and Media Relatinos Departments.
Work with traders to structure and price potential redress options and increase efficiencies while identifying areas of improvement to processes and services and assist in implementing change initiatives.
Regularly presenting complaint cases in clear and concise manner to senior panels.
Liaising directly with Adjudicators and Ombudsmen at the FOS
Drafting documents such as Settlement Agreements, further submissions and offer letters.
Ensure accuracy of pricing requests sent to Pricing Team.
Attend all mandatory group training modules
Specific knowledge necessary for the successful FOS & Specialist Case Manager include: Interest Hedging Products, Fixed Rate Loans, FX Derivatives and other complex Commercial Banking products.
Background:
Experience handling complex financial complaints, preferably Commercial Banking complaints.
Excellent understanding of FCA and DISP Handbook
In-depth understanding of structural commercial lending products, including pricing and structuring. Product knowledge covering some or all of Interest Rate Swaps, Caps, Floors and Collars, Fixed Rate Loans and FX Derivatives
Prior experience of Commercial Banking dispute resolution and appropriate knowledge of FCA principles (DISP, MIFID, COBS) desirable
Bachelors in Law, Finance or economics also desirable.
If you fit the above criteria and are interested and available please apply now as the client are looking to interview ASAP