Description
Complaints Investigator (Back Office)
Complaints investigator required for our Liverpool client. This is a Back Office role responding to complaints via written correspondence. You will investigate the complaint which could be related to a number of financial issues, Pensions etc.
The role of the complaint handler is to resolve complaints fairly, promptly and efficiently. In carrying out this role the complaint handler will investigate complaints about the administration or sale of our Clients products to assess whether any financial loss, trouble or upset has occurred. In the event that either the product is found unsuitable, or a delay, or incorrect information has been given on which the customer relied, determine and offer appropriate redress or corrective action.
General responsibilities:
- Complaints are clarified and agreed by telephone with the customer ensuring the complaint is fully understood
- The complaint outcome is reached and redress calculated that puts the customer back in the position that they would have been in had the error not occurred,
- Technical advice obtained where required (both internally or externally) to assist with decision making
- Trouble & Upset payments considered and authorised to agreed limits, or referred to appropriate next level
- Complaint decisions discussed and agreed with customers by telephone and final decision communicated to the customer in writing in plain conversational English
- The individual circumstances of the customer is recognised and the outcome is communicated with empathy
- FCA Complaint Handling Rules (DISP) and all other relevant legislation such as the Data Protection Act and Money Laundering are complied with
- Systems are updated including supporting documentation to ensure a full and accurate record is maintained which details the complaint investigation, how the decision was reached and the outcome
- The Quality Audit process is followed and liaison with the Financial Ombudsman Service (FOS) takes place where necessary
Skills required:
- Understanding of Life and Pensions industry or experience working within financial services
- Proven customer service experience in a financial services role
- Thorough understanding of Complaint handling processes, FCA rules and appropriate redress
- Proven ability in using Microsoft Word and excel