Head or City office | North East or London
Complaints Handler
The Role
Fairstone are looking to hire a new complaints handler into the central compliance team. The new recruit will be responsible for handling complaints received by our FFM, FWM & FPW entities, as well as regular liaison with the FOS and PI insurers. Fairstone are looking for a specialist complaints handler, with experience of reviewing all the different products that Fairstone advises on.
Responsibilities
* Set up, acknowledge and log new complaints when received by the central compliance team.
* Investigate and draft final response letters to clients, in line with regulatory expectations.
* Support the head of central compliance in liaison with FOS, including collating business files, drafting responses and liaising with PI & legal teams where relevant.
* Conduct regular root cause analysis on complaints, working with performance directors and operational directors in improving processes.
* Manage a varied workload of complaints with competing deadlines.
* Act as a subject matter expert on complaints.
* Write monthly reports for internal committees.
* Conduct regular RCA & provide feedback to the business via board & committee meetings.
* Provide feedback to advisers directly and with the training and development team.
* Engage in ad-hoc complaints activity, including past business reviews and assistance with investigations.
Apply direct to our recruitment team
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