Complaints Specialist
Core
Manage and resolve escalated customer complaints in the consumer lending sector, ensuring regulatory compliance and driving service improvements.
Role type
Senior Complaints Specialist (Financial Services) (via careerplan.io/jobs/95c5c60f-5213-4770-a211-158e610405f1-complaints-specialist-at-abound)
Builds
Customer trust and regulatory compliance in consumer lending
Domain
Financial Services / Consumer Lending
Deliverable
dashboards & analysis
Required skills
FCA regulations knowledge, FOS processes, root cause analysis, regulatory compliance, complex complaint resolution, stakeholder coordination, data reporting
Preferred skills
Lending industry experience, fraud handling
Technologies
Company complaint management systems
Responsibilities
Manage and resolve escalated customer complaints ensuring regulatory compliance, conduct root cause analysis to identify trends and improve service delivery, prepare regular reports on complaint trends and resolution times, coordinate with external bodies like the Financial Ombudsman Service, maintain accurate records of all complaints and actions taken.
Seniority
Mid-Senior, hands-on IC