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