Complaints Officer (FOS)
Core
Resolve complex customer complaints and disputes for loans, credit cards, and auto-finance products in a regulated fintech environment, ensuring fair outcomes and preventing escalation to the Financial Ombudsman Service.
Role type
Senior Complaints Officer (FOS)
Builds
Fair and compliant resolution outcomes for consumer finance disputes
Domain
Fintech / Consumer Finance / Regulatory Compliance
Deliverable
client delivery
Required skills
Complex complaint investigation, Evidence assessment, Regulatory knowledge (FCA/DISP), Customer communication, Prioritization, Record keeping, Policy interpretation, Dispute resolution, Professional correspondence
Preferred skills
Motor finance sector experience, Consumer Rights Act 2015 knowledge, Motor policy standards, Satisfactory Quality complaints handling, FOS experience
Technologies
AI tools for service delivery
Responsibilities
Investigate and resolve complex complaints regarding loans, cards, and auto-finance; Communicate with complainants via phone and writing to manage expectations; Apply FCA regulations and DISP rules to make fair decisions; Feed insights to product and frontline teams to improve processes; Maintain accurate records and evidence for all decisions; Utilize AI tools to enhance service delivery.
Seniority
Senior, hands-on IC