This position is no longer open for applications

Our client, a major financial services organisation are looking to recruit a number of Complaint Handlers/Case specialists with strong Mortgage experience to support an ongoing project.

Purpose of the role:

• To play a significant role in helping the organisation become the No 1 for Customer Service, Trust and Advocacy.
• To work as part of a team carrying out desktop reviews of new business and ‘back book’ customer files assessing suitability and the delivery of fair and consistent customer outcomes.
• To undertake review work that assesses the suitability of advice recommendations by the Bank’s Mortgage Advisers, in line with regulatory and business compliance requirements.
• To operate in accordance with internal and external regulatory requirements in order to ensure that quality standards are achieved and effective remediation action taken

Deliverables:

• Own the review and investigation process, analyse information and data from mortgage systems, compare the customer outcome against the rules and the Regulator, to assess the suitability of advice and recommendations given at the time
• Responsibility for methodical and effective case load and pipeline management to ensure customer files reviewed and actioned within agreed SLAs.
• Responsibility for establishing the impact on the customer, based on products taken in relation to previous advice rounds and establishing if the customer has been disadvantaged or the Bank put at risk.
• Prepare written recommendations which sets out the optimum way forward to deliver a fair and consistent outcome.
• Deliver a high quality customer experience, where customer contact is necessary to check that customer records provide an accurate reflection of our documentation.
• Comply with relevant Bank and P&BB Policies and consider the adequacy and effectiveness of the businesses controls on a regular basis, including escalation, where required.
• Maintain a thorough and accurate audit trail, detailing all evidence sourced during investigations and rationale for remediation approach
• Operate with adherence to the relevant Customer Complaints Framework
• Operate with adherence to the required Training and Competence Scheme; ensuring continuous compliance and individual competence maintained
• Adhere to fitness and propriety requirements and participate fully in all assessment requirements to maintain authorisation
• Maintain and be able to demonstrate standards of ethical behaviour as set out by the regulator and the accrediting body

Experience:

• Must have relevant file review experience / complaint handling experience
• Broad knowledge of Mortgage Products and hold CEMAP or equivalent CF6
• Proven experience, knowledge and understanding of the financial services market
• Full understanding of compliance and regulatory requirements in providing regulated advice in the Specialist Mortgage Financial Advice market
• Must have relevant Mortgage review experience
• Experience and ability to deliver an outstanding customer service
• Proven ability to work in an organised and methodical manner
• Effective analytical and IT skills/ customer contact
• Ability to work on own initiative
• Excellent interpersonal and communications skills
• Self-motivated with the ability to work as part of a team

Essential Qualifications

CEMAP or equivalent