Complaints Handler - London, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Reporting to the Senior Compliance Advisory Manager, the role will be responsible for handling and managing the investigation and resolution of complaints, as well as compiling management information on complaints and submitting FCA returns regarding complaintsdata.

Whilst the role is focused on assuming responsibility for the complaints handling process, the role will have the scope to support & work with the wider Risk & Compliance Team (predominately Compliance Advisory) as and when required.

The role will alsohave direct interaction with the Chief Risk Officer, who is the accountable SMF & executive for dispute resolutions.

Responsibilities:

Provide support with the investigation and resolution of regulated complaints including:
Recognising and classifying complaints, with a view to delivering fair and consistent consumer outcomes in a prompt and clear manner.
Responsibility for keeping clear records of all complaints received and outcomes including updating the internal incident management tool.
Constructing appropriate acknowledgement, summary resolution and final response letters.
Managing and ensuring any agreed complaints resolution is actioned.
Undertaking relevant root cause analysis and communicating identified risks and control gaps to relevant teams and management.
Escalating any material risks or complaints to the Senior Compliance Advisory Manager, Head of Compliance Advisory or Chief Risk Officer, as appropriate.
Acting as a key contact point for the Financial Ombudsman Service (FOS) and assisting with preparation of any files or information required by the FOS.
Providing complaints updates to 7IM's insurers, as and when required.
Regularly reviewing our internal policy and procedures for handling and managing regulated complaints, to ensure compliance with FCA rules
Assisting with the preparation and submission of the FCA RegData complaint returns
Developing internal awareness regarding complaint identification and assisting with delivering complaints related training to staff.
Contributing to the production of the Compliance management information including the Complaints dashboard in an accurate and timely manner
Providing cover as necessary for the Compliance Advisory team including providing advice relating to Personal Account Dealing, Gifts & Hospitality and reviewing financial promotions and marketing material.
Assisting with regulatory change projects and delivery of other compliance initiatives.
Working actively with the 7IM business teams to answer questions and resolve issues

About You

Knowledge:

Relevant compliance experience in retail financial services including handling regulated complaints would be desirable for this role.
Excellent working knowledge of the relevant FCA sourcebooks including DISP, SYSC and COBS
A good general awareness of the financial services industry and financial markets
A strong commitment to compliance principles and practices
Good awareness of aspects of the regulatory environment relevant to the role

Skills/Other relevant information:

IT Literate including good Excel, PowerPoint & Word skills
Good written and oral communication skills including experience dealing with complaint clients
Empathetic and client centric focus
Time management and prioritisation
Process discipline and attention to detail
A pragmatic approach to facilitate appropriate interpretation of rules and procedures in a compliant and business aware manner
Enthusiastic and keen to use initiative
Able to display an understanding of key compliance and risk principles
Team player with understanding of key current and forthcoming regulatory developments.

About You
The '7' in 7IM refers to the seven original founders of the business.

Back in 2002, they couldn't find a firm they trusted to manage their families' money properly - big banks seemed impersonal and greedy, while most boutiques lacked the necessary investmentprocess and structure.

They started the kind of organisation they'd like to invest with themselves.

Their aim was to deliver steady returns over the long term, while keeping an eye on risk, using the best technology.

They wanted everyone to have access to the kind of service and expertise that institutional investors would expect.
We've evolved since then. In 2015 Caledonia Investments joined us as a major shareholder.

In 2018 we acquired Tcam Asset Management, a firm we felt closely aligned with our investment philosophies and multi-asset approach.

In 2020 we continued our long-termgrowth strategy and acquired the award winning London based financial planning firm Partners Wealth Management (PWM).

PWM will continue to operate as an independent company, retaining its brand, identity and leadership.
Our team, our clients and our funds under management have grown steadily over the years.

From our offices in London, Edinburgh and Jersey, more than 400 talented people manage over £19 billion for a range of clients, including individuals and families, financialadvisers, corporates, charities and trustees.

We still follow our founders' plan and aim to get the simple things right all wrapped up with real, honest, human service - that's what sets us apart from everyone else.