Our client is an award-winning finance company based in Liverpool. They pride themselves on providing exceptional financial services and have been recognized for their outstanding contributions to the industry.
They are seeking a Commission Complaints Coordinator responsible for the effective logging and investigation of complaints, ensuring alignment with policies and regulatory standards.
Main Responsibilities Include but are not limited to:
- Responsible for the administration tasks relating to the logging of new complaints, investigation process, and final resolutions, ensuring compliance with policy and regulatory requirements.
- Logging of new complaints on the relevant systems.
- Issuing manual letters to customers and third-party representatives.
- Maintaining case trackers and customer records.
- Liaising with dealer/broker partners, customers, field staff, third-party finance partners, and the Asset Finance team to gather the required information to respond to the complaint.
- Highlighting any operational risks identified during the complaints handling process to the compliance team.
- Flexibility in the absence of commission complaint administration to assist the customer complaints team with their admin requirements.
Technical Knowledge
- Gain strong understanding of Our Client's policies, processes, and operations.
- Understanding of regulatory issues affecting Consumer Duty and complaints handling.
- Understanding of operational risk.
A strong grasp of policy, regulatory issues, and operational risk is required. You'll need excellent interpersonal communication, meticulous administrative skills, a methodical approach, and the ability to maintain relationships, all with a strong commitment to integrity and customer fairness.