Case Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Acknowledge, investigate, and address customer complaints within regulatory and internal service-level timelines, including a 3-day resolution target and an 8-week final response goal.

• Conduct fair, comprehensive, and unbiased investigations utilizing systems, records, and interviews with relevant departments.

• Compose clear, empathetic, and jargon-free responses to complaints.

• Maintain consistent communication with customers throughout the complaint process.

• Clearly explain decisions and outcomes, offering redress or goodwill when appropriate.

• Ensure complaint handling complies with FCA DISP regulations, Consumer Duty, and Treating Customers Fairly principles.

• Identify and escalate breaches, risks, and potential systemic issues as necessary.

• Log and categorize the root causes of complaints.

• Identify trends and contribute to business feedback loops to prevent future occurrences.

• Assist in management information reporting through precise data recording and trend analysis.

• Collaborate with product, operations, legal, and compliance teams to gather information and coordinate responses.

• Share insights with other teams to foster service improvement.

⛳️ Requirements

• Proven experience in handling complaints within the UK financial services sector.

• Strong knowledge of FCA complaint-handling rules and principles.

• Excellent written and verbal communication abilities.

• High attention to detail coupled with strong investigative skills.

• Ability to manage a personal caseload and meet deadlines effectively.

• Experience with complex complaint cases, such as fraud, suitability, or pension transfers (desirable).

• Familiarity with the decisions and approach of the Financial Ombudsman Service (desirable).

• Knowledge of relevant financial products, including ISAs, SIPPs, and investment funds (desirable).

• Experience using complaints case management systems like Salesforce, Aptean, or Resolver (desirable).

• Knowledge of FCA DISP regulations, Consumer Duty, and Treating Customers Fairly principles.

• Experience in the UK financial services industry.

🏝️ Benefits

• Non-contributory pension.

• Bonus.

• Enhanced parental leave.

• Paid time off for emergencies.

• Health and wellbeing initiatives.

• Flexible working options.

• Recognition and rewards for employees' contributions.