Senior Customer Relations - Complaint Handling

London  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Keywords

Description

Senior Customer Relations - Complaint Handler - Private Banking/Investment Management.

My Client is a Major Private Bank/Wealth Manager based in London. They are currently looking to recruit a Senior Customer Relations Officer to join their Client Relations Department.

The Client Relations Department, sitting within Client Experience, resolves regulatory complaints for my client. These include endowment, investment, pensions and any other type of regulated complaint. CRD is primarily responsible for ensuring that all complaints are dealt within the regulatory requirements of the Financial Services Authority (FSA) and following the guidelines/requirements of the Financial Ombudsman Service (FOS) to prevent the censure, imposition of fines and to protect the reputation of my client and associated companies.

The role holder will be accountable for ensuring high-value and/or high-profile and/or executive investment complaints are managed and progressed to resolution in line with our client and regulatory requirements.

The role holder will be required to present well-reasoned arguments at a senior level, including, but not limited to, Chief Executive Officers (CEO's), Managing Directors (MD's), Wealth Legal (internal), and accountants and solicitors (external). The successful candidate will be required to build strong relationships with Front Office stakeholders.

The role holder will also be required to clearly explain the reasons for case decisions to internal/external clients. They will negotiate with clients (where applicable) to facilitate a resolution to a complaint, obtaining co-operation from operational areas and third party product providers if required

The role holder will ensure that all complaint cases are dealt with within the FSA requirements, FOS guidelines and CRD handbook.

The role holder must calculate levels of redress or compensation and evaluate levels of goodwill payments as appropriate. The successful candidate will ensure that any offers of compensation are within agreed discretionary limits or gain the appropriate sign-off.

Case Load Management:
The role holder will practice proactive diary management to ensure that complaint cases are progressed to resolution without unnecessary delays and are dealt with in priority order to achieve personal/team targets and regulatory timescales.

They will adhere to the Customer Relations Accreditation Scheme, achieving the required level of quality on an ongoing basis across all areas of complaint handling.

Key internal clients are the Client Relations Team Manager, Wealth Legal, CEO's and MD's.
Key external clients include Private Bankers, accountants and solicitors.

Role requirements
Professional/technical experience
The right candidate will have a thorough knowledge of Life, Pension and Investment products, including Investment Portfolios, and of the Regulated Financial Services environment, along with experience of redress calculations. A thorough understanding of the complaints life cycle within the financial industry is also required.

The role holder will support the development of the Review Officers at Analyst 3 and 4 level by acting as technical point of contact and by maintaining an open and honest working relationship through discussion and sharing of information, and creating 'best practice' in relation to the standards applied.

Minimum of full Financial Planning Certificate (FPC 1, 2 & 3) or Certificate for Financial Advisors (CEFA) is required.

The JM Group is acting as an employment agency with relation to this vacancy.

Start date
ASAP
Duration
6 months +
(extension possible)
From
Generic Network
Published at
26.10.2011
Project ID:
259682
Contract type
Freelance
To apply to this project you must log in.
Register