Our client is seeking a Complaints Governance Associate to join their Assurance department on a permanent basis. This role involves managing customer complaints and overseeing governance and control processes across multiple locations. The successful candidate will ensure complaints are handled promptly and fairly, in accordance with established policies and regulatory guidelines. This includes engaging with internal and external stakeholders, providing responses, and identifying opportunities to improve complaint-handling processes. Click here to read more.
Job Duties:
- Manage and prioritise the complaints caseload, providing fair and high-quality responses.
- Collaborate with colleagues to develop strategies for individual complaints and process improvements.
- Ensure effective operation of complaints governance controls in line with the Complaints Manual and Policy.
- Handle complaints in accordance with the CIFO model procedure and applicable guidance.
- Establish responses for external stakeholders and regulatory bodies, in coordination with line management.
- Handle data subject access requests and manage data breaches with the Operational Governance and Control Manager.
- Maintain accurate logging of complaints, ensuring proper prioritisation and control.
- Draft effective and timely complaint responses in collaboration with colleagues and management.
- Identify preventative actions to minimise future complaints and improve customer outcomes.
- Maintain complaints procedures and support the operation of the Complaints Panel for reviewing controls.
- Ensure timely internal and external reporting of complaints, including to the GFSC.
- Handle Data Privacy tasks, including managing data breaches and implementing preventative measures.
- Manage the external fraud log and investigate cases of external fraud with line management.
- Support ad-hoc projects and assist in complex queries as required.
- Collaborate with Group counterparts to ensure aligned complaints governance processes.
Job Requirements:
- Ideally, 5 years’ experience within the finance industry.
- Experience working in an international environment with remote locations is desirable.
- Background in the Insurance, Banking, or Investment sectors is preferable.
- Strong analytical skills and ability to handle disputes impartially.
- Excellent time management, organisational, and prioritisation skills.
- Tech-savvy with experience using Microsoft applications (Excel, Word, and PowerPoint).
- Strong communication and interpersonal skills, with a client-focused approach.
- Proactive self-starter with a mindset for continuous improvement.
- Ability to work independently and build relationships across multiple regions.
- Adaptability and willingness to learn proprietary systems.
What You’ll Love:
Our client offers a dynamic and collaborative environment, with a focus on continuous improvement and professional growth. They value proactive individuals who can contribute to a positive culture and are eager to develop their skills in handling customer complaints and governance processes. You will have the opportunity to make a meaningful impact by helping to shape complaint-handling strategies and improving customer outcomes.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
