Specialist Complaints Handler

Sesame Bankhall Group; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

Sesame Bankhall Group is seeking a skilled Complaints Investigator to manage complex FCA complaints, PBRs and UA cases. You will lead investigations, analyse evidence, prepare clear reports and liaise with stakeholders including The Financial Ombudsman Service where required.

The role requires thorough understanding of FCA rules, experience in quality checking regulated complaints, and the ability to deliver accurate management information and improvements to processes while meeting deadlines.

Qualifications

• Thorough knowledge of FCA regulatory complaints processes and outcomes.
• Experience reviewing and quality-checking regulated complaints.
• Ability to analyse complex information and provide recommendations.
• Proven ability to manage workflow, resources and data.

Responsibilities

• Investigate and resolve all types of Complaints including complex cases, PBRs and UA cases.
• Ensure complaints are thoroughly investigated and aligned with FCA requirements.
• End-to-end process management for complaints that progress to The Financial Ombudsman Service.
• Produce accurate management information and QA results for the team.
• Establish and maintain effective internal and external stakeholder relationships.
• Support the management team with system controls and process improvements.

Skills

FCA complaints process

Data analysis

Report writing

Stakeholder management

Leadership and coaching

Education

Financial Services Regulation & Ethics qualification

Investment principles & risk

Pension & retirement planning

Diploma in Financial Services (QCF Level 4)

Certificate in Financial Planning

Financial Planning Certificate

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

To ensure the accurate and timely investigations of Complaints/Unsuitable Advice (UA)/Past Business Reviews (PBRs) in accordance with all internal processes and regulatory requirements.

Responsibilities:

• Investigate and resolve all types of Complaints including complex cases (typically complex investment and pensions, defined benefit transfers and debt consolidation mortgage complaints)/ PBR cases, and unsuitable cases requiring remediation or redress, to a high standard whilst meeting all FCA requirements.
• Ensure all Complaints / PBR’s issued to you are thoroughly investigated and analysed in accordance with established procedures and principles.
• Complete electronic file searches and liaise with archive suppliers, and clients , where necessary, to ensure the required information is obtained to assess any complaint appropriately.
• If applicable, manage the end-to-end process of complaints that progress to The Financial Ombudsman Service.
• Process, classify and determine the purpose of the correspondence received by the department, and then take the necessary action to process the correspondence in line with the operational parameters of the Customer Relations department.
• Support the Management team with the development and maintenance of effective systems and controls to ensure cases are investigated and resolved to a high and consistent standard and meet FCA standards.
• Ensure all work is conducted to a high standard and adheres to business process and competency requirements.
• Ensure all work remains accurate at all times and is properly recorded and reported within the complaints system and files.
• Establish and maintain effective relations with internal and external Stakeholders.
• As and when required, provide accurate and timely management information, both statistical and qualitative, in relation to QA results.
• Provide feedback to the Manager on trends and issues identified
• To undertake ad hoc projects and duties as and when required, to support the needs of the business or to achieve departmental objectives.

Critical behaviours required

• Firm understanding of FCA rules relating to the operation of the complaints process.
• Knowledge/experience of working with Financial Ombudsman Service (FOS).
• Statistical data production and analysis.

Personal profile

Qualifications required

• R01 - Financial Services, Regulation and Ethics - qualified
• R02 - Investment principle and risk
• R04 - Pension and retirement planning
• Or equivalent qualifications i.e. Certificate in Financial Planning or Full Financial Planning Certificate)
• Diploma in Financial Services (QCF Level 4)

Experience required

• Thorough understanding of FCA regulatory complaints process.
  
• Comprehensive financial services product knowledge.
• Experience of quality checking regulated complaints.
• Evidence of managing workflow, resources and data.
• Proven Product Knowledge.
• Experience in a specialist area such as Pensions or IHT planning.

Our Approach to Risk Management

• You will require an awareness of operational and regulatory risk, which may impact on SBG. You will be responsible for reporting to their line manager any risk which may impact on the business.

Three Lines of Defence Risk Management Model

• You will be required to deliver your role competently and comply with the relevant standards and procedures, ensuring that SBG deliver a service where suitable advice is given to the end consumer, which is adequately recorded and ultimately promotes good customer outcomes. This can either be through direct influence or in a support services capacity.

The Consumer Duty Principle

• You will be required to highlight to your line manager procedures and processes that may impact on SBG's ability to deliver good outcomes for retail customers and/or may lead to foreseeable harm. Where possible and relevant to your department, put forward suggestions that could positively impact the outcomes achieved by retail customers.

Information Security

• You will need to be aware of all information security principles, policies and procedures and ensure these are followed on a day-to-day basis. You will be required to remain vigilant at all times and report any security concerns, suspicions and/or breaches in a timely manner.

Ability to accurately analyse FCA regulatory complaints cases.

Ability to lead, motivate, coach and develop others.

Ability to analyse problems within your area of responsibility and provide solutions.

Ability to identify risks, determine solutions and implement action to mitigate.

Ability to write clear and concise reports together with recommendations for action.

Ability to work on own initiative and provide management information on team activity and resources.

Ability to adapt quickly and promote changing processes.

Ability to work to tight deadlines and prioritise activities appropriately

Ability to work to a high degree of accuracy.

Ability to use IT resources, Word, Excel and Outlook to a good degree of proficiency.

Sesame Bankhall Group Limited, company number 3573352. Sesame Limited, company number 2844161. Sesame Services Limited, company number 2338540. Bankhall Support Services Limited, company number 2785381. Premier Mortgage Service Limited, company number 05011650. Each company is registered in England & Wales with a registered office at Aviva, Wellington Row, York, YO90 1WR.