Complaints Officer (motor finance)
Core
Investigate and resolve complex customer complaints regarding motor finance products (loans, credit cards, auto-finance) within a regulated environment, ensuring fair outcomes and compliance with FCA regulations.
Role type
Senior Complaints Officer (Motor Finance)
Builds
Fair and compliant resolution outcomes for customer disputes
Domain
Fintech / Motor Finance / Consumer Protection
Deliverable
client delivery
Required skills
Complex complaint investigation, Evidence assessment and critique, Regulatory compliance (FCA/DISP), Customer expectation management, Professional correspondence, Prioritization under pressure
Preferred skills
Motor finance sector experience, Consumer Rights Act 2015 knowledge, Satisfactory Quality complaints comprehension, AI tool utilization
Technologies
AI tools, Business review tools
Responsibilities
Self-manage a varied and complex caseload of motor finance complaints, Communicate with complainants via phone and writing to resolve disputes, Ensure all decisions are backed by demonstrable evidence and rationale, Feed insights to product and frontline teams to improve processes, Maintain up-to-date knowledge of company policies and FCA regulations, Strive to resolve complaints without escalation to the Financial Ombudsman Service
Seniority
Mid-Senior, hands-on IC