- Act as a point of contact for cases referred to the Financial Ombudsman Service (FOS) or the Pensions Ombudsman Service (TPO)
- Ensure all file requests from the FOS/TPO are provided on time and that the complaint case file is accurate and complete. Responds to ad-hoc requests from the FOS/TPO for further information/clarification to support their investigation
- Review original handling of the complaint in conjunction with the UKPI Complaints Handling
- Procedure and contacts the FOS/TPO if vital to proactively resolve the case
- Review FOS/TPO decisions received and records the outcome on internal systems
- Escalate to the Complaints Manager any cases that fall outside of current UKPI Complaints
- Procedures for potential referral to the Complaints Policy & Exceptions Group
- Assist in developing, gathering, and analysing of FOS/TPO data to evaluate the efficiency of the complaint handling procedures. Identifies trends and makes recommendations to improve client outcomes based on decisions received
- Provide regular and timely feedback to crew on any issues identified during the investigation of a FOS/TPO case
- Serve as Subject Matter Expert (SME) on complaints processes and procedures
- Handle escalated/complex complaint cases
- Act as a coach/mentor to new and tenured crew members, assists with training, and responds to questions regarding both simple and complex complaint queries
- Assist with updating and maintaining procedures
- Ensure all complaint resolutions are within regulatory guidelines, and are accurate, clear and concise
- Develop and maintains proficient knowledge of Vanguard funds, products, and services.
- Understands the overall Financial Services industry and related legal, tax, and regulatory issues
- Support the Quality Assurance function as required to ensure correct client outcomes submitting QA findings using Complaints QA tool for management reporting and training purposes. Delivers written or verbal feedback to Complaints Team Leader as needed
- Proven related work experience required.
- Undergraduate degree or equivalent combination of training and experience required
- Previous FOS/TPO experience
- Previous experience of performing Quality Assurance on complaints
- Demonstrated understanding of the FCA DISP rules and complaint handling guidelines
FOS Complaints Handler - Greater London, United Kingdom - Vanguard
Description
Job Description
FOS Complaints Specialist – Vanguard
Vanguard is an investment company unlike any other. It was founded by Jack Bogle in the US in 1975 on a simple but ground-breaking idea: that an investment company should handle its funds solely in the interests of its clients. Jack helped bring investing to the masses with the index fund. Index funds do not pick individual shares or bonds to beat the market. They supervise the performance of the entire market. Or as Jack put it, "Don't look for the needle in the haystack. Just buy the haystack". We have stood for low-cost, uncomplicated investing ever since. Over the last 45 years people have come round to our way of thinking and more than 30 million investors worldwide now trust us with their money.
Core Responsibilities
What it takes:
Vanguard's continued dedication to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing." We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values. When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose. Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.