Job Description
A flexible and adaptable resource, capable of assessing quality of advice provided to RBS group customers either following point of sale or a customer complaint- Understanding of Regulatory requirements, along with an ability to effectively communicate with internal and external customers is key-
Requirements
- Proven experience, knowledge and understanding of the
financial services industry, with previous complaint handling or file quality assessment experience desirable- - Minimum, full Certificate in Financial Planning (CFP 1 - 5) or equivalent - QCF level 4 (or working towards) desirable-
Responsibilities
Tasks - Research and resolve customer complaints within agreed compensation limits and negotiate solutions to the satisfaction of all parties concerned ensuring requirements of external regulators and internal standards are met-
- Investigate customer records produced by the Banks Sales forces to ensure that the advice given is in line with standards laid down by the Bank and Regulator-
- Examine standards of remedial action undertaken as a result of reviews, when appropriate, to ensure that customers have not been disadvantaged or the Bank put at risk-
- Review output from peers, providing feedback where necessary and suggesting changes to systems or processes where needed to ensure a consistent approach to regulatory compliance standards and methodologies is maintained-
- To effectively identity, control and escalate any perceived risks which may impact customers or the group
- Produce effective communications to internal and external customers in a clear and concise format, ensuring that any corrective action undertaken is appropriate-
The Individual
Competencies
- Achieving Excellence 1
- Influencing 2
- Communicating 1
- Developing People 1
- Collaborating for Success 2
- Gathering Information 2
- Understanding Issues 2
- Finding Solutions 2
For additional information on this role click here
Complaint Handler Spec-doc
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