Complaints Specialist – FCA – Lending Platform

Position: Complaints Specialist – FCA – Lending Platform (Permanent)
Location: Brighton

Complaints Specialist – FCA – Lending Platform

Remote

£45,000 - £55,000

A growing consumer lending platform are looking to expand their risk, compliance and quality assurance team with the appointment of a complaints specialist to work in a newly created role. This is a good opportunity for someone to shape the role, taking full ownership and accountability for the complaints process, decision making and outcome.

The company, which is led by a successful Fintech CEO has developed an entrepreneurial approach to consumer lending through a simple lending platform which has led to continued growth. This role will offer the successful candidate an opportunity to be part of the growth and join at an exciting time.

The role will involve –

* Take full responsibility for complex regulated complaints. Conduct end-to-end investigation, review and make final decisions alongside the Complaints Officer.

* Apply DISP and wider Financial Conduct Authority (FCA) expectations consistently, balancing regulatory compliance with fair, customer-focused outcomes.

* Make fair, well-reasoned decisions on redress and clearly explain outcomes to customers in line with regulatory requirements

* Manage FOS requirements covering referrals, further information requests, evidence gathering and case preparation.

* Act as a subject expert for complex cases, providing regulatory and technical guidance.

* Provide oversight, review and quality assurance of complaint investigations. Draft responses with the complaints officer.

* Work with the business to identify compliant areas and root causes. Provide analytical evidence based reporting highlighting improvement requirements.

* Help develop Complaints officers through mentoring, informal coaching and provision of constructive feedback.

* Ensure the business has robust, audit ready compliant records in line with company, regulatory and governance requirements.

* Attend compliance meetings, providing the business with valuable insights, MI and recommendations.

To apply for this position, you must have a strong proven track record of managing complaints in a financial services environment and be confident handling complex complaints independently. You’ll need to display strong knowledge of FCA regulations, DISP rules and FOS referrals

This is a good opportunity to join a forward-thinking company, that have created a modern working culture.

For more information, please contact Richard Garbett