At a Glance
- Tasks: Investigate and resolve complex customer complaints in a fast-paced financial environment.
- Company: Leading financial services organisation with a high-performing team.
- Benefits: Immediate start, hybrid working, and a varied caseload.
- Other info: Opportunity for growth in a dynamic and regulated industry.
- Why this job: Make a real difference by improving customer outcomes and handling impactful cases.
- Qualifications: Experience in financial services complaints and strong analytical skills.
The predicted salary is between 40500 - 49500 £ per year.
I am currently supporting a leading financial services organisation in the appointment of an experienced Complaints Investigator to join a high-performing team responsible for handling complex and sensitive customer complaints. This is an initial 3-month contract with an immediate start, offering the opportunity to work on a varied caseload within a fast-paced and highly regulated environment. This role would suit candidates with a background in banking, investments, wealth management, pensions, insurance, trading platforms, regulatory remediation or dispute resolution.
Key Responsibilities
- Managing complaints from initial receipt through to final response.
- Conducting detailed investigations, reviewing evidence and customer records.
- Making fair, balanced and well-reasoned decisions in line with regulatory requirements.
- Drafting high-quality final response letters.
- Liaising with internal stakeholders, compliance teams and senior management.
- Identifying root causes and contributing to customer outcome improvements.
- Handling escalated and complex cases, including those with potential Financial Ombudsman involvement.
What We're Looking For
- Previous experience handling complex financial services complaints.
- Strong understanding of FCA complaint handling requirements and Consumer Duty.
- Experience investigating complaints and reaching evidence-based decisions.
- Excellent written communication skills and attention to detail.
- Ability to manage a busy caseload whilst maintaining quality standards.
- Strong analytical and problem-solving skills.
- Available to start at short notice or immediately.
Desirable Background
- Financial Ombudsman Service (FOS)
- Financial Services Compensation Scheme (FSCS)
- FCA
- Banking
- Wealth Management
- Investment Platforms
- Trading & Brokerage Firms
- Insurance
- Pensions
- Regulatory Remediation Programmes
What's Important
We're looking for investigators, not administrators. The successful candidate will be comfortable reviewing complex information, challenging evidence where required, making balanced decisions and clearly articulating outcomes to customers and stakeholders.
Complaints Investigator in City of London employer: MERJE
As a leading wealth manager, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our Compliance Analysts play a crucial role in shaping our compliance monitoring framework, with access to cutting-edge tools and resources, while enjoying a supportive environment that encourages innovation and collaboration. Located in a vibrant financial hub, we offer competitive benefits and opportunities for professional advancement, making us an exceptional employer for those seeking meaningful and rewarding careers in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator in City of London
✨Join Financial Networking Events
Jump into local finance meetups and conferences — they’re a goldmine for temporary roles in banking and financial services. You can chat with industry professionals and even get leads on upcoming opportunities that might not be posted online yet.
✨Utilise Temp Agencies Specialised in Finance
Reach out to temp agencies that focus on the banking sector. They often have strong ties with various firms and can help you secure short-term gigs that can help beef up your CV and get your foot in the door at firms like MERJE.
✨Connect with Alumni from Your Uni
Don't underestimate the power of your university’s alumni network. Many former students are working in banking and can help you find temporary roles or even offer mentorship. Reach out directly or attend alumni events to broaden your circle.
✨Stay Active on Job Boards and Company Websites
Keep your eyes peeled on job boards specifically for finance roles. Companies like MERJE might post temporary positions directly on their sites, so make sure to apply there too. Set alerts to catch those roles the moment they go live!
We think you need these skills to ace Complaints Investigator in City of London
Some tips for your application 🫡
Show Off Your Academic Achievements:In banking and financial services, your academic record can really make you stand out. List relevant grades, certifications, or coursework on your CV, especially if you've taken finance-related modules. This is particularly important for a temporary role where qualifications can help you shine even brighter!
Highlight Relevant Experience:If you’ve done any internships, part-time roles, or even coursework that aligns with banking or finance, make sure you include those! Showcase specific tasks where you used quantitative skills or analytical thinking, as this is what the hiring managers at MERJE will be keen to see in your application.
Tailor Your Cover Letter Purposefully:When writing your cover letter, focus on why you’re interested in a temporary position at MERJE. Let them know how you can quickly adapt to the team's needs and how eager you are to learn the ropes of the banking sector during this short stint. Your motivation and enthusiasm could really set you apart!
Be Prepared with References:For temporary roles, references can play a crucial role in your application. Make sure you’ve got a couple of references lined up who can vouch for your skills and work ethic. This helps to give MERJE confidence in your short-term commitment to the role.
How to prepare for a job interview at MERJE
✨Brush Up on Financial Regulations
Since this is a role in banking and financial services, be ready to discuss key regulations like MiFID, Basel III, or GDPR. These are hot topics, and your awareness of how they impact daily operations can give you a significant edge during your interview with MERJE.
✨Showcase Your Analytical Skills
Prepare for interview questions that assess your analytical abilities. You might need to tackle hypothetical scenarios involving risk assessment or financial forecasting. Bringing examples of relevant projects or coursework can emphasise your practical understanding of these concepts.
✨Highlight Flexibility and Adaptability
For a temporary role, showing that you can quickly pick up new processes and tools is crucial. Be ready to discuss previous experiences where you had to adapt to changing requirements or tight deadlines, as this will reassure MERJE that you’re a reliable team player.
✨Demonstrate a Willingness to Learn
In a temporary position, leaning into your eagerness to learn can really set you apart. Be prepared to share how you’re staying updated on industry trends or any additional training you've pursued. Employers appreciate candidates who are proactive about their development—even for short-term roles.
