Our client is an award-winning finance company based in Liverpool. They pride themselves on providing exceptional financial services and have been recognized for their outstanding contributions to the industry.
They are seeking a Commission Complaints Coordinator responsible for the effective logging and investigation of complaints, ensuring alignment with policies and regulatory standards.
Complaints Handling
* Responsible for the logging and investigation of all new complaints ensuring compliance with policy and regulatory requirements.
* Support the complaints process to ensure compliance with policy and regulatory requirements.
* Work closely with Complaints and Quality Assurance Officer and Team Manager to ensure a seamless complaints process is delivered.
* Liaise with dealer/broker partners, customers, field staff, third-party finance partners, and the IAF Reading team (supporting Our Client’s own book complaints) to investigate complaint points raised.
* Provide information as and when required to contribute towards comprehensive reports to support investigations and suggested final responses (to customers and/or FOS) to the IAF Reading team where appropriate.
* Highlight any operational risks identified during the complaints handling process to the compliance team.
Technical Knowledge
* Strong understanding of Our Client’s policies, processes, and operations.
* Understanding of regulatory issues affecting TCF and complaints handling.
* Understanding of operational risk within Investec.
Skills and How They Are Applied
* Interpersonal communication skills.
* Accurate and fast administration, organized in tracking own work.
* Flexible approach, methodical, attentive to detail, and accurate.
* Ability to build and maintain relationships and communicate effectively.
* To act with integrity at all times and embrace the philosophy of treating customers fairly (compulsory).