At a Glance
- Tasks: Manage customer complaints and ensure fair outcomes while driving continuous improvement.
- Company: Fast-growing fintech with a collaborative and innovative culture.
- Benefits: 25 days holiday, private medical, life assurance, and employee assistance programme.
- Other info: Opportunities for learning and development in a supportive environment.
- Why this job: Join a dynamic team and make a real impact in the financial services sector.
- Qualifications: Strong knowledge of FCA Consumer Duty and experience in complaints handling.
The predicted salary is between 40500 - 49500 £ per year.
Manage and oversee DNA’s approach to FCA Consumer Duty including end-to-end management of customer complaints, ensuring DNA deliver fair customer outcomes, regulatory compliance, and continuous improvement across products, services, and communications.
You will be responsible for:
- Consumer Duty: Own, define and embed DNA’s Consumer Duty framework.
- Review, update and maintain all related (internal and external) documentation.
- Work cross-functionally with various business teams to produce the annual Fair Value Assessment.
- Proactively identify areas of improvement or poor value, working with relevant functions to track and support remediation actions.
- Act as subject matter expert on Consumer Duty, including tracking and responding to Regulatory Changes.
- Support the delivery of training (and associated training materials) to the DNA Training Team.
- Support provision of any regulatory or audit requests.
Complaints: Manage the complaints process end-to-end as an individual contributor including:
- Responding to all customer complaints and closing/responding in line with Regulatory Timelines.
- Oversee root cause analysis, identifying trends and driving remediation and process improvements.
- Report complaints MI to Senior Management as required.
- Liaise with the Financial Ombudsman Service (FOS) as required.
About You:
- Strong working knowledge of FCA Consumer Duty related Customer Complaint FCA rules.
- Proven experience in complaints handling and/or regulatory compliance within UK financial services.
- Experience producing Board-level reporting and MI.
- Strong analytical and root-cause investigation skills.
- Experience in working cross-functionally.
- Strong communication skills.
What’s in it for you? You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits: Life Assurance, Ride to work, 25 days holiday per year, Private Medical, Employee Assistance Programme. We value ambition, curiosity, and honesty – it’s in our DNA.
Consumer Duty Manager employer: DNA Payments
At DNA Payments, we pride ourselves on being a leading fintech employer that fosters a collaborative and inclusive work culture. As a Business Development Manager in Northampton, you'll enjoy competitive benefits including a generous commission structure, private medical insurance, and opportunities for personal growth through our self-learning platform. Join us to be part of a dynamic team dedicated to reshaping the future of payments while enjoying a supportive environment that values diversity and innovation.
