At a Glance
- Tasks: Handle customer complaints and ensure timely resolutions in a dynamic financial environment.
- Company: Join XTB, a leading FinTech company with a global presence.
- Benefits: Enjoy hybrid work, tailored equipment, and opportunities for professional growth.
- Other info: Be part of a certified Great Place to Work with regular team events.
- Why this job: Make a real impact in the FinTech industry while developing your skills.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
XTB is a global company from the financial industry, focusing on online trading of financial instruments. We are the largest FinTech in Poland and a leader in Central and Eastern Europe, and the range of our operations covers several countries, including Asia and South America. At XTB, we focus on the development of our employees, giving them opportunities to gain knowledge and skills in various fields, as well as offering a number of training and development programs. If you are looking for challenges and want to gain valuable experience in an international business environment, XTB is the right place for you. We are a certified Great Place to Work company.
Responsibilities
- Managing a caseload of regulated customer complaints from receipt through to resolution in line with FCA DISP requirements and Consumer Duty expectations.
- Investigating complaints competently, diligently, and impartially, reviewing evidence including customer communications, account records, transaction history, and platform data.
- Drafting clear, balanced, and well-reasoned complaint responses, including final response letters.
- Ensuring complaints are handled within regulatory timeframes, including the 8-week final response deadline.
- Assessing customer harm and determining appropriate redress, including goodwill payments, fee refunds, interest adjustments, or corrective action.
- Accurately recording complaint details, root cause, outcome, redress, and closure rationale in internal systems.
- Escalating complex, high-risk, or vulnerable customer matters to relevant internal teams.
- Supporting complaint MI, trend analysis, and root cause analysis to identify recurring issues or wider customer harm.
- Contributing to process improvements by highlighting complaint themes, control gaps, and training needs.
- Liaising with internal teams including Compliance, Legal, Operations, and Senior Management.
Requirements
- Previous complaints handling experience within a UK FCA-regulated financial services firm.
- Experience investigating, resolving, and drafting final response letters for regulated complaints.
- Working knowledge of FCA DISP complaint handling rules, Financial Ombudsman Service referral rights, and Consumer Duty requirements.
- Good understanding of fair customer outcomes and evidence-based decision making.
- Ability to assess customer impact, potential financial loss, distress, inconvenience, and appropriate redress.
- Experience managing a complaint caseload against internal SLAs and regulatory deadlines.
- Strong written and verbal communication skills with the ability to explain complex issues clearly and professionally.
- Strong investigation, analytical, and objective evidence interpretation skills.
- Good judgement and confidence in making complaint outcome recommendations.
- High attention to detail and strong record-keeping discipline.
- Ability to work independently and become productive quickly in a contract role.
- Experience with investment complaints, CFD/trading platforms, ISAs, or Financial Ombudsman Service cases is an advantage.
What We Offer
- A chance to grow within the FinTech industry in an international environment, while having a real impact on the company and the evolution of its products.
- Training under the supervision of experienced financial market professionals.
- A clear development path supported by regular feedback.
- Hybrid work model.
- Regular team-building and integration events.
- Equipment tailored to your needs.
FCA Complaints Handler (initial 2-month rolling contract) employer: XTB online investing
At XTB, we pride ourselves on being a certified Great Place to Work, offering a dynamic and supportive environment where employees can thrive in the fast-paced FinTech industry. With a strong focus on professional development, our team members benefit from tailored training programs, a clear career progression path, and the opportunity to make a meaningful impact within an international business setting. Join us for a rewarding experience that combines personal growth with collaborative team-building events and a flexible hybrid work model.
StudySmarter Expert Advice🤫
We think this is how you could land FCA Complaints Handler (initial 2-month rolling contract)
✨Tip Number 1
Network like a pro! Reach out to current or former employees at XTB on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on FCA DISP requirements and Consumer Duty expectations. We want to see that you know your stuff and can handle those tricky complaints with confidence!
✨Tip Number 3
Showcase your problem-solving skills during the interview. Share specific examples of how you've resolved complaints in the past. We love hearing about your thought process and how you ensure fair outcomes for customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at XTB.
We think you need these skills to ace FCA Complaints Handler (initial 2-month rolling contract)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the FCA Complaints Handler role. Highlight your previous complaints handling experience and any relevant skills that match the job description. We want to see how you fit into our team!
Showcase Your Skills:When writing your application, emphasise your strong written communication skills and your ability to explain complex issues clearly. This is crucial for drafting complaint responses, so let us know how you've done this in the past!
Be Detail-Oriented:Pay attention to the details in your application. We love candidates who can demonstrate a high level of accuracy and record-keeping discipline. Make sure your application is free from errors and clearly structured.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at XTB!
How to prepare for a job interview at XTB online investing
✨Know Your FCA Rules
Make sure you brush up on the FCA DISP requirements and Consumer Duty expectations. Understanding these regulations will not only help you answer questions confidently but also show that you're serious about compliance and customer care.
✨Showcase Your Investigation Skills
Be prepared to discuss your previous experience in handling complaints. Bring examples of how you've investigated issues, drafted responses, and resolved complaints effectively. This will demonstrate your analytical skills and attention to detail.
✨Communicate Clearly
Practice explaining complex issues in a straightforward manner. During the interview, focus on your ability to communicate clearly and professionally, as this is crucial for drafting complaint responses and liaising with internal teams.
✨Highlight Your Customer Focus
Emphasise your understanding of fair customer outcomes and how you've assessed customer impact in past roles. Share specific instances where you've made decisions that prioritised customer welfare, as this aligns perfectly with XTB's values.
