Risk & Complaints Compliance Coordinator

ZipRecruiter; City of Edinburgh; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading banking institution is seeking a detail-focused Risk & Complaints Compliance Coordinator to oversee complaints handling and risk management in their Commercial Banking division. This hybrid role requires expertise in FCA DISP and operational risk, aiming to enhance client outcomes and ensure compliance with regulatory standards. The right candidate will drive process improvements and collaborate with key stakeholders to ensure exceptional service delivery.

Qualifications

• Experience in financial services compliance role.
• Strong knowledge of risk management frameworks.
• Ability to draft clear and compliant client communications.

Responsibilities

• Lead oversight of banking complaints across Commercial products.
• Ensure compliance with FCA DISP and internal procedures.
• Conduct root cause analysis to identify trends and issues.

Skills

Analytical skills

Data-driven problem-solving

Interpersonal skills

Stakeholder engagement

Written communication

Education

Strong working knowledge of FCA DISP

Experience in complaints oversight or operational risk

Job description

Job Description

Eden Scott is proud to be partnering with a leading banking institution to recruit a detail-focused and proactive Risk & Complaints Compliance Coordinator based in Edinburgh, this key role supports the operational oversight of complaints handling, risk management, and regulatory compliance across the Bank’s Commercial Banking function.

You’ll be instrumental in improving client outcomes, ensuring high-quality complaint resolution aligned with FCA/PRA standards, and strengthening first-line risk and control processes.

Key Responsibilities:

• Lead oversight of all banking complaints across Commercial products.
• Ensure complaint handling complies with FCA DISP and internal procedures.
• Conduct and review and assess outcomes and identify issues.
• Perform root cause analysis to identify trends, gaps, and systemic issues.
• Collaborate with operational teams to drive service improvements.
• Maintain dashboards and prepare reporting for senior governance forums.
• Support risk event recording, categorisation, investigation, and resolution.
• Liaise with Risk & Compliance teams to ensure regulatory alignment.
• Assist in preparing accurate regulatory returns (e.g., PSD001/PSD007).
• Draft clear, fair, and compliant client communications (e.g., rate change notices, annual statements).
• Champion process improvements and maintain accurate documentation.
• Support delivery of the Commercial Training & Competence (T&C) framework.
• Track and monitor audit/regulatory actions for timely closure.

Key Stakeholders:

• Heads of Banking
• Client Services & Operations
• Risk, Compliance & Legal
• Finance & Regulatory Reporting
• Product & Change Teams

Person Specification

• Strong working knowledge of FCA DISP and risk management frameworks.
• Experience in complaints oversight or operational risk in financial services.
• Excellent interpersonal and stakeholder engagement skills.
• Strong analytical skills and data-driven problem-solving abilities.
• High standard of written communication with a focus on regulatory clarity.

Desirable Experience:

• Knowledge of regulatory returns (e.g., PSD001/PSD007).
• Understanding of lending products and commercial banking processes.

This is a fantastic opportunity to join a collaborative and high-performing team, with scope to make a real impact on client experience, operational quality, and regulatory excellence.

Please only apply if you have the above experience this role is Hybrid and will require you 3 days in the office

If this sounds like the right fit for you, please contact Karen Kerr on 0131 550 1100 or send your CV to [e-mail].

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