Description
Complaints Handler/Investigator
Contractor required with Complaint handling experience within financial services and knowledge of Pensions products.
You will be responsible for the effective investigation and resolution of Corporate pension servicing complaints within FCA guidelines, including the payment of appropriate redress.
Resolution should deliver a fair and consistent approach when dealing with all complaints, observing TCF rules.
You will have several complaints in progress simultaneously so strong organisational skills are essential.
Key skills and behaviours
Customer contact
- Puts the customer at the heart of what they do
- Empathises and builds up rapport
- Listens to the issues raised and can understand and articulate the customer's concerns
- Gives the customer confidence that their concerns are taken seriously
- Able to deal with difficult conversations when required
- Confident delivering the outcome of the complaint investigation verbally and in writing
Investigation
- Pays close attention to detail, resulting in a thorough investigation to gather and interpret all relevant information
- Ensures we reach the root cause of what has happened and can articulate this
- Able to navigate blockages
Decision making
- Delivers fair, consistent and prompt customer outcomes
- Considers all the evidence and makes a balanced decision
- Asks for additional information, internally and externally, where required in order to reach the correct decision
- Uses reasonable assumptions where only partial evidence exists
Influencing
- Uses influencing skills in dealings with complainants
- Identifies where process changes may be required and proposes improvements
- Provides feedback where required
- Able to negotiate where required
Communication & record keeping
- Professional, articulate and clear written and verbal communication
- Keeps clear and accurate investigation notes, explaining reasons for complaint outcomes
- Confident speaking to Financial Advisers, policyholders, third parties, staff at all levels and in other departments, such as Legal and Risk