** File Reviewers x 10 – EXCLUSIVE ROLE ** THE COMPANY: We have been instructed to assist with the hire of multiple File Reviewers on an exciting new project with a well established consultancy business.
The role will involve end to end complaint handling, including file review, decision making and redress.
THE RESPONSIBILITIES: Review assigned cases as per established process, policies and standards Produce the appropriate decision for each case to the quality standards in place Produce clear and concise customer communications including FDLs Complete accurate and timely file notes on any customer communication Update required system records in an accurate and timely manner Identify areas and opportunities where process can be improved, both internally and client processing Take the initiative and escalate issues in advance of activity becoming more complicated for the Business To be signed off as competent and remain competent on allocated product work streams within agreed time frames and within the T&C Scheme Manage client projects/work streams as required by the business Take ownership for personal development, including the study for role specific qualifications and actively prepare for 121 QA files as required Deal with telephone queries on helpline from stakeholders Undertake ad hoc duties as assigned Undertake training of less competent team members EXPERIENCE REQUIRED: Diploma Level 4 qualification is essential (i.e.
Diploma in Financial Advice or Diploma in Financial Planning) Working experience of DISP rules and FOS rights Experience of regulated products such as investments, savings, pensions, SIPPs Strong suitability of advice file review or complaints handling experience Confident and adept at handling customer engagement through all types of media e.g.
telephony Sound client-facing experience or experience of working in a client services arena For further information please contact Holly Courtney