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- Tasks: Take ownership of complex complaints and ensure fair outcomes for customers.
- Company: Join a growing fintech lending platform with an entrepreneurial spirit.
- Benefits: Competitive salary, remote work, 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: Experience in managing complaints within financial services and knowledge of FCA regulations.
- Other info: Opportunity for career growth in a modern working culture.
The predicted salary is between 45000 - 55000 £ 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, which is 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.
Responsibilities:- 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 will need to display strong knowledge of FCA regulations, DISP rules and FOS referrals.
Opportunity & Application:This is a good opportunity to join a forward-thinking company that has created a modern working culture.
Complaints Specialist - FCA - Lending Platform in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at the company you're eyeing. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research the company’s values and recent news. This shows you’re genuinely interested and helps you tailor your answers to fit their culture.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are talking about your experience and skills, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It keeps you on their radar and shows your enthusiasm for the role. Plus, it’s just good manners!
We think you need these skills to ace Complaints Specialist - FCA - Lending Platform in London
Some tips for your application 🫡
Show Off Your Experience: When you're writing your application, make sure to highlight your experience in managing complaints, especially in a financial services setting. We want to see how you've handled complex cases and what outcomes you've achieved!
Know Your Regulations: Since this role involves FCA regulations and DISP rules, it’s crucial to demonstrate your knowledge in these areas. Use specific examples in your application to show us you’re well-versed in compliance and can apply it effectively.
Be Clear and Concise: We appreciate clarity! When drafting your application, keep your language straightforward and to the point. This will help us understand your qualifications quickly and easily, making a great first impression.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with our growing team.
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.
✨Prepare for Complex Complaint Scenarios
Think about some complex complaints you've handled in the past. Be ready to walk through your thought process, the steps you took, and how you reached your final decisions. This will demonstrate your ability to manage similar situations in this new role.
✨Showcase Your Analytical Skills
Since the role involves identifying root causes and providing evidence-based reporting, prepare examples of how you've used data to improve processes or outcomes in previous roles. This will highlight your analytical mindset and problem-solving abilities.
✨Emphasise Your Mentoring Experience
If you've had experience mentoring or coaching others, be sure to mention it. The company is looking for someone who can help develop Complaints Officers, so showcasing your ability to provide constructive feedback and guidance will set you apart.
