Customer Relations Officer/Compliance Auditor

at  Foresters Financial

KNOWLEDGE, SKILLS AND EXPERIENCE

• 2-3 years’ Financial services experience an advantage.
• Previous complaints handling experience, ideally within a regulated environment.
• Basic working knowledge of Life Assurance and Pension products.
• Knowledge of Conduct Risk and Good Customer outcomes.
• Strong organisational skills and workload management.
• Good communication skills both written and verbal.
• Empathy towards ethical business model and good customer outcomes culture.
• Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.
• Able to communicate with the wider teams and be able to remain professional even when issues are contentious.

QUALIFICATIONS

• GCSE ‘O’ Level or equivalent (including English and Mathematics)
• ‘A’ Levels (or equivalent) desirable
• Professional qualifications (financial or insurance) desirable
  Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities

SUMMARY OF ROLE

To resolve complaints made to the firm according to the Financial Conduct Authority’s (FCA) Dispute Resolution regulations to ensure all complaints handled receive the fairest outcome.

KEY RESPONSIBILITIES & DUTIES

• Complaint resolution of all types of complaint within Service Level Agreement
• Maintain complaint records.
• Liaise with Financial Ombudsman Service in respect to referred complaints.
• Assist in development and maintenance of complaint-handling procedures.
• Liaise with Customer Services when required.
• Assist with Complaint Management Information Reporting.
• Work closely with the relevant management teams to identify the root cause of a complaint and ensure the corrective action is undertaken to resolve the complaint in a timely manner for the Customer.