At a Glance
- Tasks: Manage and resolve customer complaints in a dynamic financial environment.
- Company: Join XTB, a leading FinTech company with a global presence.
- Benefits: Enjoy hybrid work, training from experts, and a clear career development path.
- Other info: Be part of a certified Great Place to Work with exciting team events.
- Why this job: Make a real impact in the FinTech industry while gaining valuable experience.
- Qualifications: Experience in complaint handling and strong communication skills required.
The predicted salary is between 35000 - 45000 £ 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 Specialist — Hybrid Role employer: XTB online investing
At XTB, we pride ourselves on being a certified Great Place to Work, offering a dynamic and supportive work culture that fosters employee growth and development. As a leading FinTech company in the financial industry, we provide our FCA Complaints Specialists with unique opportunities to enhance their skills through comprehensive training programmes and a clear career progression path, all while enjoying the flexibility of a hybrid work model. Join us to make a meaningful impact in an international environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land FCA Complaints Specialist — Hybrid Role
✨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 you to show off your knowledge and how you can handle complaints effectively!
✨Tip Number 3
Practice your communication skills! You’ll need to explain complex issues clearly, so try role-playing with a friend or family member. The clearer you are, the better your chances of impressing the interviewers.
✨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 serious about joining the team at XTB.
We think you need these skills to ace FCA Complaints Specialist — Hybrid Role
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the FCA Complaints Specialist role. Highlight your previous complaints handling experience and any relevant skills that match the job description. We want to see how your background fits with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your experience aligns with our needs. Be sure to mention your understanding of FCA DISP requirements and your approach to customer outcomes.
Showcase Your Communication Skills:Since strong written communication is key for this role, make sure your application is clear and professional. Use concise language and structure your responses well. We love seeing candidates who can explain complex issues simply!
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 complaint handling rules and Consumer Duty requirements. Being able to discuss these confidently will show that you understand the regulatory landscape and can navigate it effectively.
✨Showcase Your Investigation Skills
Prepare examples of how you've investigated and resolved complaints in the past. Highlight your analytical skills and how you’ve used evidence to make fair decisions. This will demonstrate your ability to handle complex cases.
✨Communicate Clearly
Practice explaining complex issues in a straightforward manner. Strong written and verbal communication skills are crucial for this role, so be ready to showcase how you can draft clear and balanced complaint responses.
✨Highlight Your Attention to Detail
Be prepared to discuss how you maintain high standards in record-keeping and managing caseloads. Share specific examples where your attention to detail has led to successful outcomes in previous roles.
