Financial Services
Salisbury
Competitive Depending on Experience

Complaint Handler (Financial Services)

Ref: 707| Posted: 4th Feb 2019

Complaint Handler (Financial Services) – Salisbury

Our client based in Salisbury is currently looking for an experienced Complaint Handler to join their team. They are looking for a candidate who has worked within a regulated financial services company ideally Pensions administration.

In this Compliant Handler position, you’ll:       

·Ownership of service recovery case management through skills and activities such as scheme deconstruction, file reconstruction, data mining and investigation, forensic assessment, document analysis in order to prepare overviews, reports and recommendations. Personal ownership, control and management of situations, cases and thematic matters

· Provide written responses that are clear, articulate and straight-forward; with accurate overviews of the complaint(s) and reasoning behind the response 

· Ensure all processes are followed, using standard frameworks and templates, subject to risk and compliance oversight

· Calculation/evaluation of loss: decide and apply correct interest calculation, assess maximum potential commercial liability for the firm

· Measure and refine redress process and calculations. Research and benchmark against ongoing POS / FOS decisions to ensure firm policy and approach aligned with the regulators

· Recognition of any litigation issues, case analytics, research, document preparation, PI preparation, witness statement preparation, internal reports, relationship and contract management, internal cohesion and team working with other departments specifically with Risk and Compliance

· Assess whether TCF is embedded and the firm is consistently delivering fair outcomes to consumers. Precedent case handling, including identification and assessment of case themes, recommendations for improvement

· Proactively managing relationships and expectations with our clients, both Financial Advisers and members

· Updating knowledge and understanding of HMRC and relevant legislation, regulations and guidance

· Broker solutions and demonstrate soft service recovery skills to retain customers

· Create and capture MI, data analysis (trends/themes/risks), process intervention and improvement

· Develop recommendations underpinned by robust data analytics and MI for continuous improvement of the firm's risk management

· Build effective relationships with internal and external clients

· Carry out remedial project work on cases requiring technical expertise

· Gain, maintain and demonstrate knowledge of our various Trust Deed and Rules

· Exceptionally proactive, with the ability to innovate and challenge in support of the business model we are operating

If this sounds great, here’s what experience we are looking for:

· Understanding of HMRC requirements, rules, manuals and guidelines relating to SIPP/SSAS, ISA’s and / or GIA’s

· Understanding of trust-based pension schemes and trustee duties

· Good understanding of compliance requirements for SIPP/SSAS, ISA’s and / or GIA’s

· Good understanding of DPA and DSAR legislation

· Understanding of legal documentation relating to SIPP / SSAS, ISA’s and / or GIA’s

·  Exceptional judgment and communication skills

· Solid risk and controls awareness

·  Clear and proven oral and written communications skills

·  Professional qualifications including CF1, CF2, CF4 and FA2 or an interest to study towards

·  At least five years comparable experience in a regulated financial services company / complex regulated environment, ideally in SIPP and SSAS administration or ISA’s or GIA’s

· Experience must be in at least one of the following for a minimum of 2 years:  service recovery / complaints handling / trustee technical support / complex case management (problem solving) / specialist technical support / SME – such as investments, drawdown, SSAS, ISA’s. GIA’s

If you have the required experience, I want to hear from you!

Just hit the Apply button to forward over your CV, or call Danni on 01722 441434 for a confidential chat.

First 2 Recruit Ltd is an Employment agency who provide permanent and fixed term contract services and an Employment Business who provide temporary services as defined under the Employment Agencies Act 1973.  First 2 Recruit Ltd will collect the personal details which job seekers provide to us for the purposes of providing job seekers with work-finding services. In providing this service to job seekers we may need to transfer their personal details to our client companies.

Please note we regret that due to the high volume of CV's received we cannot give individual feedback to candidates, if you are not contacted within 5 working days of submitting your CV please assume your application has been unsuccessful on this occasion.

First 2 Recruit Ltd is an equal opportunities employer and is committed to a policy of treating all its employees and job applicants equally regardless of race, colour, ethnic origin, nationality, national origin, religion or belief, gender, sexual orientation, gender reassignment, age or perceived age, marital or civil partnership status or disability.