FOS & Specialist Complaints Case Manager

London  ‐ Onsite
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Description

Currently seeking a case manager with experience handling FOS complaints to work on site with a UK retail bank. Must have sound knowledge of FCA regulations and experience working with commercial lending products. The overriding aim is to assess, understand and respond to customers' complaints and address any tasks which arise as a result of complaints.

Specifically:-

  • You will respond to Adjudicators and Ombudsmen; being proactive in devising solutions focussing on customer fairness in line with Group values, working to tight deadlines and exercising decision-making skills.
  • You will ensure decisions are made correctly and promptly in line with the Group's Claims and Complaints policies & procedures.
  • Within the business you will liaise with a number of internal stakeholders, including Legal, Compliance, SME's, the Head of Complaints and Media Relations Departments (among others).
  • You will proactively contribute to your personal portfolio of work and the completion of the team's workload.
  • You will look for opportunities to enhance your own skills and knowledge within Complaints, Disputes and Litigation.
  • Identifying areas of improvement to processes and service and assist in implementing change initiatives.
  • Specific tasks will include:
  • Analysing customer complaints with regards to the sale of Interest Rate Hedging Products, Fixed Rate Loans, FX Derivatives and other complex CB products from within the product portfolio.
  • Working with traders to structure and price potential redress options and to increase efficiencies in the pricing process wherever possible.
  • Presenting all information held on file regarding a complaint case in a clear and concise manner to a panel of senior stakeholders within the bank.
  • Liaising directly with Adjudicators and Ombudsmen at the FOS.

KEY ACCOUNTABILITIES

  • Ensure all legislative regulatory requirements are adhered to by ensuring compliance with the Group Complaint Handling Policy and the FCA DISP handbook.
  • Ensure accuracy of pricing requests sent to Pricing Team.
  • Maintaining competence, completing all mandatory group training modules.
  • Focus on own quality, productivity and delivery of outstanding customer service.
  • Communicate professionally and concisely with various Bank departments, the FOS and authorised third parties, either by letter or by telephone.
  • Apply up to date knowledge of policies, products and procedures to ensure quality investigations are undertaken.
  • Ensure all details entered into the Complaint Handling System are up to date and precise to allow accurate complaint reporting to the FCA.

KEY CAPABILITIES, KNOWLEDGE, SKILLS AND EXPERIENCE

  • Possess an in-depth understanding of structured 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 is desirable.
  • Prior experience of Commercial Banking or wider Financial Services dispute resolution along with knowledge of appropriate FCA principles (DISP, MIFID, COBS) is preferable.
  • Educated to degree standard, a bachelors degree in Law, Finance or Economics preferred although qualifications in other disciplines will be considered.
  • Excellent verbal and written presentation skills including an ability to present complicated information in a concise, confident and credible manner to customers, stakeholders and senior executives.
  • Ability to maintain focus in a fast-paced and rapidly changing work environment.
  • Contribute to the team performance whilst achieving your individual objectives.
  • Analyse information and structure arguments to assess customer's complaints.
  • Resilient, positive and determined, you will be capable of meeting demanding deadlines without losing your eye for detail.
  • Ongoing development of relevant knowledge and skills and willingness to learn and confidence in your own ability.
  • Appropriate prioritisation of tasks, adapting priorities to meet wider team objectives against tight deadlines.
  • Speed and efficiency of handling requests/enquiries.
  • Adaptable to changes in procedures/services.
  • Contribution to customer satisfaction and service quality levels.
  • Excellent customer service skills, including managing the customer's expectations throughout the claims complaints process.
  • Self-motivation, drive and enthusiasm, taking on specific tasks and seeing these through to completion.
Start date
n.a
Duration
4 months intially
From
JCW Search Ltd
Published at
23.08.2016
Project ID:
1190963
Contract type
Freelance
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