BNP Paribas Personal Finance
Complaints Handler
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Job Title: Motor Commissions Resolution Officer (Motor Finance)
Location: Solihull; Hybrid.
Contract: Full-time, Contract
About Us
At BNP Paribas Personal Finance, we’re part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.
The Role
As a Motor Commissions Resolution Officer, you’ll play a key role in delivering fair and tailored outcomes for customers. You’ll be responsible for investigating and resolving Motor Finance complaints, including Satisfactory Quality and Discretionary Commission Arrangement (DCA) cases, ensuring all decisions are aligned with regulatory requirements and customer-first principles.
Key Responsibilities
- Investigate and resolve Motor Finance complaints in line with regulatory timeframes and requirements
- Deliver fair, empathetic, and compliant customer outcomes, including redress where appropriate
- Apply FCA DISP rules and relevant consumer credit legislation throughout investigations
- Manage end-to-end complaint handling, including customer communication and final response letters
- Maintain accurate case records across multiple systems and platforms
- Contribute to continuous improvement through team discussions, feedback, and idea sharing
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Skills & Attributes
- Experience in complaints handling in a regulated / Motor environment.
- Strong communication skills, both written and verbal, with an empathetic approach
- Excellent attention to detail and ability to assess complex cases with sound judgement
- Ability to prioritise workload and manage multiple cases effectively
- Good understanding of FCA regulations and complaint handling processes
- Digitally proficient with the ability to work across multiple systems
What’s in it for you
As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:
- Competitive salary and comprehensive package, contributory pension, and health cash plan
- Opportunity to buy/sell holiday giving you even more control over your work-life balance
- Flexible benefits including private medical insurance and lifestyle discounts
- A culture that values collaboration, development, and wellbeing
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Could this be you?
Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values, who are positive, brave, and own it. Don’t let confidence hold you back. You don’t need to meet every requirement - if you have around 75% of the skills and the right attitude, we’d love to hear from you.
Apply now to join a team that makes a real impact.
Learn more about careers with us: https://www.bnpparibas-pf.co.uk/careers
Your Application Journey
- Call with our Talent Acquisition team
- Informal chat with the Hiring Manager
- Competency-based interview (60 minutes)
We aim to complete the process within 3-4 weeks, depending on availability. If you’re not shortlisted, we’ll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.
Equal Opportunities
We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.
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