Impactful Complaint Investigator – Hybrid Banking

Equiniti Ltd; Cardiff; Hybrid; GBP 28,000 - 30,000; Full time

Job summary

Equiniti Ltd in Cardiff is seeking a Complaint Investigator to resolve customer concerns and deliver fair outcomes. You will speak directly with customers, record details on the bank's systems, and conduct thorough investigations to decide a fact-based resolution.

The role offers exposure to the financial services sector, with training in complaint handling, regulatory considerations, and clear communication.

Qualifications

• Experience in complaint handling within financial services.
• Knowledge of financial services industry regulations.
• Strong oral and written communication.
• Confident on the phone to gather key information.
• Excellent prioritising and time management.
• Excellent attention to detail.

Responsibilities

• Take ownership of new complaints and update customers.
• Load complaints onto client system with accurate details.
• Coordinate with third parties for evidence to support investigations.
• Write final response letters with clear reasoning and resolution.
• Handle 10-15 calls daily for data gathering and updates.
• Manage queries through to resolution.
• Set expectations for internal and external customers.

Skills

Complaint handling

Financial services regulations

Oral communication

Written communication

Time management

Attention to detail

Job description

Equiniti Ltd in Cardiff is seeking a Complaint Investigator to resolve customer concerns and deliver fair outcomes. You will speak directly with customers, record details on the bank's systems, and conduct thorough investigations to decide a fact-based resolution.

The role offers exposure to the financial services sector, with training in complaint handling, regulatory considerations, and clear communication.