Complaints Officer
Core
Investigate and resolve complex customer complaints and disputes for loans, credit cards, and auto-finance products in a regulated environment.
Role type
Senior Complaints Officer (Fintech/Regulatory)
Builds
Fair and objective resolutions for customer disputes, ensuring compliance with FCA regulations and DISP rules.
Domain
Financial Services / Consumer Protection / Regulatory Compliance
Deliverable
client delivery
Required skills
dispute resolution, FCA regulation knowledge, DISP complaint handling rules, complex case investigation, professional letter writing, stakeholder communication, evidence-based decision making, KPI management
Preferred skills
experience in regulated environments, ability to work under pressure, adaptability, strong moral compass
Technologies
business tools, policies, procedures
Responsibilities
Investigate and resolve complex customer complaints regarding loans, cards, and auto-finance; communicate with complainants via writing or phone to manage expectations; create professional final response letters breaking down complex issues; maintain up-to-date knowledge of FCA regulations and DISP rules; feed back insights to frontline and product teams for process improvements; ensure all decisions are backed by demonstrable evidence and rationale.
Seniority
Mid-Senior, hands-on IC