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- Tasks: Take charge of complex complaints and ensure fair outcomes for customers.
- Company: Join a growing fintech lending platform with an entrepreneurial spirit.
- Benefits: Remote work, competitive salary, and a chance to shape your role.
- Why this job: Be part of a dynamic team and make a real impact in customer satisfaction.
- Qualifications: Proven experience in managing complaints within financial services is essential.
- Other info: Opportunity for mentorship and career growth in a modern working culture.
The predicted salary is between 39000 - 52000 £ per year.
A growing consumer lending platform is looking to expand their risk, compliance and quality assurance team with the appointment of a complaints specialist to work in a newly created role. This is a good opportunity for someone to shape the role, taking full ownership and accountability for the complaints process, decision making and outcome.
The company, led by a successful Fintech CEO, has developed an entrepreneurial approach to consumer lending through a simple lending platform which has led to continued growth. This role will offer the successful candidate an opportunity to be part of the growth and join at an exciting time.
The role will involve:
- Take full responsibility for complex regulated complaints. Conduct end-to-end investigation, review and make final decisions alongside the Complaints Officer.
- Apply DISP and wider Financial Conduct Authority (FCA) expectations consistently, balancing regulatory compliance with fair, customer-focused outcomes.
- Make fair, well-reasoned decisions on redress and clearly explain outcomes to customers in line with regulatory requirements.
- Manage FOS requirements covering referrals, further information requests, evidence gathering and case preparation.
- Act as a subject expert for complex cases, providing regulatory and technical guidance.
- Provide oversight, review and quality assurance of complaint investigations. Draft responses with the complaints officer.
- Work with the business to identify compliant areas and root causes. Provide analytical evidence-based reporting highlighting improvement requirements.
- Help develop Complaints officers through mentoring, informal coaching and provision of constructive feedback.
- Ensure the business has robust, audit-ready compliant records in line with company, regulatory and governance requirements.
- Attend compliance meetings, providing the business with valuable insights, MI and recommendations.
To apply for this position, you must have a strong proven track record of managing complaints in a financial services environment and be confident handling complex complaints independently. You’ll need to display strong knowledge of FCA regulations, DISP rules and FOS referrals. This is a good opportunity to join a forward-thinking company that has created a modern working culture.
For more information, please contact Richard Garbett.
Complaints Specialist - FCA - Lending Platform employer: Torus Recruitment Solutions
Contact Detail:
Torus Recruitment Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Specialist - FCA - Lending Platform
✨Tip Number 1
Get your game face on! When you’re preparing for interviews, research the company inside out. Understand their values, mission, and recent news. This will help us tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Mock interviews with friends or family can really boost your confidence. Focus on articulating your experience with complaints management and FCA regulations clearly, so you can impress them with your expertise.
✨Tip Number 3
Don’t forget to ask questions! At the end of the interview, have a couple of thoughtful questions ready about the role or the company culture. This shows that you’re engaged and keen to learn more about how you can contribute.
✨Tip Number 4
Apply through our website! It’s the quickest way to get your application noticed. Plus, we’re always on the lookout for passionate candidates who want to make a difference in the lending space. So, don’t wait too long – get that application in!
We think you need these skills to ace Complaints Specialist - FCA - Lending Platform
Some tips for your application 🫡
Get Your CV Spot On: Make sure your CV is tailored to the role of Complaints Specialist. Highlight your experience in managing complaints, especially in financial services, and don’t forget to showcase your knowledge of FCA regulations and DISP rules.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific experiences that demonstrate your ability to handle complex complaints and your understanding of regulatory requirements.
Showcase Your Analytical Skills: Since the role involves identifying compliant areas and root causes, make sure to mention any analytical skills or experiences you have. This could be through reporting or case preparation – anything that shows you can dig deep into issues!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the quickest way for us to receive your CV and cover letter, and we can’t wait to see what you bring to the table.
How to prepare for a job interview at Torus Recruitment Solutions
✨Know Your FCA and DISP Inside Out
Make sure you brush up on your knowledge of FCA regulations and DISP rules before the interview. Being able to discuss these confidently will show that you're not just familiar with the basics, but that you can apply them in real-world scenarios, especially when it comes to handling complex complaints.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific situations you've faced in previous roles. Think of examples where you successfully managed complaints or made tough decisions. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Showcase Your Analytical Skills
Since the role involves identifying root causes and providing evidence-based reporting, be ready to discuss how you've used data to improve processes in the past. Bring examples of reports or analyses you've conducted that led to positive changes in your previous roles.
✨Demonstrate Your Mentoring Ability
As this position involves developing Complaints Officers through mentoring, think about how you can showcase your coaching skills. Share experiences where you've helped others grow, whether through formal training or informal feedback, to highlight your leadership potential.
