Banking Investigator — Fair Dispute Resolution

Financial Ombudsman Service; Cardiff; Hybrid; GBP 26,000 - 33,000; Full time

Benefits offered by this job

Generous pension

Life assurance

Critical illness cover

Income protection

Private medical insurance

Virtual GP

Job summary

The Financial Ombudsman Service is a UK-wide independent, not-for-profit organisation that resolves disputes between consumers or small businesses and financial service providers. As an Investigator in Banking, you’ll handle complaints, manage caseloads, and communicate complex findings clearly to both sides.

This permanent role offers a hybrid working pattern with four days per fortnight in Cardiff, and a London induction before settling into Cardiff duties.

Qualifications

• Ability to make fair and balanced decisions with clear thinking.
• Excellent communication, listening and written English.
• Experience delivering excellent customer service in challenging situations.
• Strong critical thinking and problem solving.
• Good administrative skills and ability to prioritise workload.
• Experience meeting targets or service levels.
• Interest in developing knowledge of Banking products.

Responsibilities

• Investigating complaints about Banking products
• Managing your caseload effectively to reach targets
• Managing relationships with our customers – both consumers and financial businesses
• Examining evidence to get to the heart of each complaint
• Weighing up all sides of a story and assessing the relevant rules and regulations to make fair and reasonable decisions
• Communicating with empathy – listening carefully to both sides, asking the right questions and using sound judgement
• Communicating your findings clearly, explaining what you think and why through a clear and structured written response

Skills

Fair and balanced decisions

Clear thinking

Excellent communication

Customer service

Critical thinking

Time management

Job description

The Financial Ombudsman Service is a UK-wide independent, not-for-profit organisation that resolves disputes between consumers or small businesses and financial service providers. As an Investigator in Banking, you’ll handle complaints, manage caseloads, and communicate complex findings clearly to both sides.

This permanent role offers a hybrid working pattern with four days per fortnight in Cardiff, and a London induction before settling into Cardiff duties.