Dispute Resolution Officer

Our clients are an exciting, forward-thinking brand in financial services. They are looking for a Dispute Resolution Officer to join on a full-time, permanent basis, reporting to the Compliance Manager.

The Dispute Resolution Officer role offers a flexible working arrangement with 1 day a week in the Lancashire office required for meetings.

Role Responsibilities:

• You’ll be taking ownership of complaints and making sure that fair outcomes are achieved for our customers.
• You are required to deal directly with our customers – empathy and listening skills are key. You will be required to keep customers up to date regularly as you resolve their complaint.
• Deliver excellent customer service and efficient complaint resolution
• Responsible for acknowledging, investigation and responding to complaints in accordance with the associated regulation and internal expectations
• Responsible for delivering the Compliant Management Framework
• Maintaining complaint e-learning and face-to-face training content and monitoring completion rates
• Reviewing and maintaining complaint related documentation, including policies and procedures
• Identifying areas of improvement within the department or wider business and communicating these effectively
• Assisting the Compliance Manager to ensure business is compliant with regulations
• Promoting a positive compliance cultureResponsible for the organisation of complaint records, ensuring all recording keeping is maintained and accurate
• Compiling data for RegData and other FCA reporting purposes
• Ensure the customer is at the forefront of all actions undertaken
• Liaise with customers, store colleagues, lenders, regulators and senior management
• Assisting business to maintain compliance and adherence to policies and procedures, highlighting risks and areas of improvement to Compliance Manager
• Staying up to date with relevant regulations, guidance and best practices
• Reporting trends and root causes to the business, at all levels from Executive to Director.  

Key Skills and Experience:

• Experience of working in an FCA regulated financial services business.
• Experience of working in a retail environment – preferably the motor trade
• Proven ability to interpret regulatory requirements and communicate them effectively.
• At least 2 years previous experience working in a Complaints role.
• Knowledge of FCA regulatory requirements (particularly CONC and DISP) pertaining to the sale of consumer finance and/or general insurance.
• A working understanding of the regulatory framework
• Knowledge of data protection/GDPR
• Knowledge and experience of compiling reports to all areas of the business relating to complaints – particularly root cause analysis
• Experience in liaising with the Financial Ombudsman Service
• Experience in compiling data for complaint related FCA RegData returns
• Knowledge of the FCA’s investigation into Discretionary Commission Arrangements, and the Supreme Court case surrounding this.

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.