At a Glance
- Tasks: Handle customer complaints, investigate issues, and draft clear responses.
- Company: Join XTB, a leading FinTech company with a global presence.
- Benefits: Grow in the FinTech industry with training, hybrid work, and team events.
- Other info: Enjoy a supportive environment with a clear development path.
- Why this job: Make a real impact while gaining valuable experience in finance.
- 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) in London 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. With a strong focus on professional development, our FCA Complaints Handler role provides opportunities for growth within the FinTech industry, complemented by training from seasoned professionals and a hybrid work model that promotes work-life balance. Join us in an international setting where your contributions will have a meaningful impact on our operations and product evolution.
StudySmarter Expert Advice🤫
We think this is how you could land FCA Complaints Handler (initial 2-month rolling contract) in London
✨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 responses to common interview questions, especially around complaint handling. We know you’ve got the skills, so let’s make sure you can communicate them clearly and confidently.
✨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) in London
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 those well-reasoned complaint responses we’re looking for at XTB.
Be Detail-Oriented:Pay attention to the details in your application. We love candidates who can demonstrate high attention to detail, especially when it comes to record-keeping and managing a caseload. Make sure your application reflects this quality!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our awesome 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 from your previous experience where you successfully investigated and resolved complaints. Highlight your analytical skills and how you assessed customer impact, as this is crucial for the role.
✨Practice Clear Communication
Since you'll be drafting responses and explaining complex issues, practice articulating your thoughts clearly and concisely. You might even want to draft a mock final response letter to demonstrate your writing skills during the interview.
✨Demonstrate Attention to Detail
Bring attention to your record-keeping discipline and how you've managed complaint caseloads against SLAs. Discuss specific instances where your attention to detail made a difference in resolving a complaint efficiently.
