Role:

The role will be within the client's Risk and Compliance Department providing second line of defence to the business and reporting into the Compliance and Risk Section Manager.  Responsibilities will include implementing risk management processes at a departmental and business level, internal and external audit activity and assisting the client with meeting its legal and regulatory obligations.

Job description:

Working different complaint types across the team, including conducting detailed investigations and writing final response letters.

Location:

You will be required to work 4 weeks onsite in Bracknell for training and sign off and then hybrid working of 3 days per week on client site.

Role Details:

Investigating and Responding to Customer complaints relating to business banking products (current accounts, cards etc).  The role will suit those experienced in Financial Services Complaint Handling of any aspect, and offers the chance to gain valuable experience with a leading retail bank. 

About you:

• 6 months+ Financial Services complaint handling experience, ideally in retail banking.
• Good attention to detail, investigative skills, letter writing (FRLs) and communication skills will be essential.  There is not an inbound line, but will be required to call customers outbound with updates/queries. 
• Professionalism and committed to working onsite.

Specific Responsibilities Include:

• Gathering evidence from transaction data
• Investigating suspicious transactions with empathy and attention to detail
• Reassuring and supporting customers through fraud identification
• Deciding on cases and releasing or blocking transactions up to designated limits
• Closing accounts based on investigation findings
• Escalating cases over your designated limits
• Safeguarding accounts and taking remedial actions
• Advising victims on prevention
• Handling non-FOS complaints and providing feedback
  
  

Experience / Skills Required:

• Understanding of regulatory requirements in fraud and financial crime
• Excellent communication skills,
• Experience with victims of fraud
• Persuasive and empathetic approach
• Strong investigation, problem-solving, and decision-making skills