Complaints Handler

Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives.

ABOUT THE ROLE

The role of the Complaints Handler is to resolve level one customer complaints across all products, services and channels as well as corresponding administration duties that will support the complaints Investigators and drive more efficiency within the department. The Complaints Handler will log and work level one complaints within agreed internal and regulatory timescales, ensuring complaints worked are to the highest quality and with an independent lens to ensure fairness.

Responsibilities:

• Handle customer complaints received via all contact channels, fairly and thoroughly to ensure that the right outcome is reached.
• Logging and triaging complaints from voice, and other channels where appropriate.
• Taking calls from customers who wish to register a complaint or receive an update on an existing one.
• Support the front line team with escalated expressions of dissatisfaction.
• Prepare complaints cases ready to be worked by the Complaint Investigators.
• Review registered complaints daily - ensuring all incoming complaints are logged appropriately on the system.
• Gather relevant information and evidence for all logged complaints, to allow for easier, faster complaints resolution when it comes to the full investigation.
• Ensure that all complaints have been acknowledged within regulatory timeframes.
• Take ownership of queries, liaising with the relevant departments where needed to ensure the customer receives the appropriate response within agreed SLA’s.
• Own administrative duties in relation to communications between Onmo and the Financial Ombudsman.
• Submit case files for the Financial Ombudsman on the teams behalf – ensuring that all FOS files are comprehensive and submitted within deadlines.
• Respond to the Financial Ombudsman requests via email and telephone.
• Handle level one customer complaints fairly and thoroughly to ensure that the right outcome is reached.
• Resolve complaints within agreed SLAs, managing your workload effectively to meet both internal and regulatory expectations.
• Record all customer information on accounts, ensuring all details are accurate and in line with company policies and procedures.
• Ensure that you are always abreast of departmental SLAs and are reacting promptly and appropriately to issues or concerns, ensuring these are flagged to your line manager immediately.
• Making suggestions on improvements that can be made to reduce the volume of complaints at the source.

FCA Compliance & Consumer Duty:

At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers. In this role that involves following the FCA Conduct Rules:

• You must act with integrity.
• You must act with due skill, care and diligence.
• You must be open and cooperative with the FCA, PRA and other regulators.
• You must pay due regard to the interests of customers and treat them fairly.
• You must observe proper standards of market conduct.

Skills & Experience:

• At least 2 years demonstrable experience of handling complaints within a Financial Services environment across numerous contact channels.
• Experience working within the Banking environment with extensive product knowledge in both Credit Card and other lending products.
• Experience in broader Collections cycle and a good understanding of customer Vulnerability.
• You have a natural passion for delivering outstanding customer experience.
• You understand the importance of treating customers fairly and have a demonstratable track record in going the extra mile for the customer.
• Excellent written, listening and communication skills, with proven experience in writing bespoke responses to complaints.
• Familiar with FCA regulation, FOS and Consumer duty as it pertains to the treatment of customers within financial services.
• You are curious by nature and have the ability to think on your feet.
• You demonstrate a proactive and creative approach towards problem solving, to both customers and colleagues.
• Operations is a key part of our business, which means you’ll have the opportunity to make a huge impact in our brand reputation.
• You want to make a difference: working on the front line you’ll play a key part in shaping the culture at Onmo and how our customers perceive us.