Complaints Handler
Mortgages
Basingstoke
As a Complaints Handler, you will be experienced in complaint handling and customer interaction in a regulated environment, demonstrating an exemplary standard of written output and verbal interaction with our customers. You will be naturally inquisitive, with an eye for detail and investigative attitude in order to collate all the necessary information and draw informed conclusions and fair outcomes for our customers and the business.
Key Responsibilities:
- Detailed, considered and informed investigation and analysis of all complaints providing a customer with a fair and thorough response of complaints received for all business lines particularly for Property customers, covering Mortgages and bespoke specialist lending, savings products and consumer finance.
- Contact Internal and external parties for information is required to investigate and close a complaint.
- Resolution of complaints within SLA, complying with regulatory deadlines and rules.
- Liaison with the Financial Ombudsman Services in relation to escalated complaints
- Ensure the complaints database is updated and that all information is accurate.
- Handling of complex inbound and outbound telephone calls and other forms of communication.
- Make Redress recommendations to demonstrate a fair solution.
- Capturing and documenting all complaints as documented in the internal policies and procedures.
- Root cause analysis provided on all complaint investigations and feedback provided. Alert Team Manager to any trends identified.
Skills and experience
- At least 2 years of Complaint Handling within an FCA regulated environment
- High level understanding of DISP, MCOBS regulations
- Exemplary standard of written and verbal output with a
- Ability to develop working relationships with internal and external partners
- Experience in collating Root Cause analysis
- Demonstration of business improvements made as a result of complaint feedback
- Experience in Financial Ombudsman Service liaison and case management
- CeMAP or equivalent or Professional Banker Certificate or equivalent