Claims Handler - Bristol, United Kingdom - Alexander Mae South West Ltd

Alexander Mae South West Ltd

Verified Company

Bristol, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints / Claims Resolution Advisors

Financial Services experience working towards Level 4 Diploma or equivalent

Competitive Salary + Up to 25% Performance Bonus + Superb Benefits

HYBRID WORKING (ideally 2 days office / 3 days home)

Locations available:
Bristol, Solihull, Edinburg, Glasgow. Leeds, Newcastle or Exeter

The Job:

As a Complaints / Claims Resolution Advisor your role will be to investigate and resolve individual client advice, service or product-related complaints, making decisions and recommendations for redress.

This role requires you to have financial services complaints or claims experience along with working knowledge of a variety of wealth management products to include Pensions and Investments.

Key responsibilities:

Where a complaint has been made, to investigate the background to the issue, consider what should have happened and make decisions and recommendations to resolve the complaint fairly.
To review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know.
To liaise with the IFAs, Field Management, Business Assurance, external Actuaries, Professional Indemnity stakeholder, Admin Centres and relevant internal specialists to make sure all necessary expertise is used in investigating and resolving the complaint.
To ensure each complaint is handled in line with the principle of treating all our clients fairly and in a costeffective manner.
Where necessary, to negotiate a resolution with the client.
To produce clear and wellwritten decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
To identify the root cause of each complaint.
To ensure the complaints database 'Respond' is kept up to date with the progress of each complaint, accurately records details of the complaint, the outcome and the cost to the business, and includes an accurate complaint report summarising the case.
To prioritise own workload, to ensure company and regulatory deadlines are met. Demonstrating a flexible approach to work and requirements, with the ability to manage and adjust the working day as required in order to respond to important, adhoc requests, as required.

The Person:

A good technical understanding of all products, including life, pensions and investments as well as Trusts and all types of Tax.
Experience of regulated complaint handling within the financial services industry.
Excellent communication skills, both verbal and written, and the ability to make decisions and clearly document reasoning and action required.
CII Certificate in Financial Planning (CF15) or Financial Planning Certificate (FPC13) as a minimum.
CII Level 4 Diploma in Financial Planning or willingness to work towards.

The Hours:
Monday to Friday (35 hours per week)

The Benefits:

Hybrid & Remote working options, 28 days bank holiday + option to buy more + Bank Holidays, 10% pension rising to 12.5% and 15% after length of service, Life Assurance 10 x death in service, Permanent Health Insurance, Health Screening, Private Medical Insurance, Critical Illness cover, Employee Assistant Programme, optional Dental cover, Cycle to work scheme, Discounted Gym Membership, Local Discounts, SmartTech, Share Incentive Plan, SAYE, Training & Exam feed paid, Maternity, Paternity and Adoption - 26 weeks full pay, Up to 25% Company / Personal Performance Bonus.

Job Types:
Full-time, Permanent

Benefits: