Specialist Complaints Handler

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 

Essential

• R01 – Financial Services, Regulation and Ethics - qualified
• R02 – Investment principle and risk
• R04 – Pension and retirement planning
• R05 – Financial protection - qualified
• CF6 – Mortgage Advice - qualified
• Or equivalent qualifications i.e. Certificate in Financial Planning or Full Financial Planning Certificate)

• Diploma in Financial Services (QCF Level 4)

Experience required

Essential

• Thorough understanding of FCA regulatory complaints process.
  
• Comprehensive financial services product knowledge.
• Experience of quality checking regulated complaints.

Desirable

• Evidence of managing workflow, resources and data.
• Proven Product Knowledge.
• Experience in a specialist area such as Pensions or IHT planning.

Our Expectations

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.