MERJE
Complaints Investigator
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Complaints Investigator (Contract)
3-Month Contract | Immediate Start | Hybrid Working
I am currently supporting a leading financial services organisation in the appointment of an experienced Complaints Investigator to join a high-performing team responsible for handling complex and sensitive customer complaints.
This is an initial 3-month contract with an immediate start, offering the opportunity to work on a varied caseload within a fast-paced and highly regulated environment. This role would suit candidates with a background in banking, investments, wealth management, pensions, insurance, trading platforms, regulatory remediation or dispute resolution.
Key Responsibilities
- Managing complaints from initial receipt through to final response.
- Conducting detailed investigations, reviewing evidence and customer records.
- Making fair, balanced and well-reasoned decisions in line with regulatory requirements.
- Drafting high-quality final response letters.
- Liaising with internal stakeholders, compliance teams and senior management.
- Identifying root causes and contributing to customer outcome improvements.
- Handling escalated and complex cases, including those with potential Financial Ombudsman involvement.
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What We're Looking For
- Previous experience handling complex financial services complaints.
- Strong understanding of FCA complaint handling requirements and Consumer Duty.
- Experience investigating complaints and reaching evidence-based decisions.
- Excellent written communication skills and attention to detail.
- Ability to manage a busy caseload whilst maintaining quality standards.
- Strong analytical and problem-solving skills.
- Available to start at short notice or immediately.
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Desirable Background
We are particularly interested in candidates from:
- Financial Ombudsman Service (FOS)
- Financial Services Compensation Scheme (FSCS)
- FCA
- Banking
- Wealth Management
- Investment Platforms
- Trading & Brokerage Firms
- Insurance
- Pensions
- Regulatory Remediation Programmes
What's Important
We're looking for investigators, not administrators. The successful candidate will be comfortable reviewing complex information, challenging evidence where required, making balanced decisions and clearly articulating outcomes to customers and stakeholders.
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