Stellar Omada
Customer Operations Specialist
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Complaints & Remediation Case Handler - Fixed Term contract 6 months | Pensions
Remote | Up to £35,000 per annum | Initial 6 month contract | Starting ASAP
We're recruiting multiple FTC case handlers for a Key customer that has recently moved to a new administration platform. As can happen with large migrations, a volume of member complaints and data issues has followed, and the client is building a dedicated team to work through them properly rather than absorb them into business as usual.
What you'll be doing:
- Handling member complaints end to end, from acknowledgement through to final response
- Investigating cases against pre- and post-migration records to establish what went wrong
- Calculating and processing redress where members have been left out of pocket, including interest and late payment charges where applicable
- Writing clear final response letters that members can actually understand
- Working to DISP timescales and flagging cases at risk of breach
- Feeding recurring themes back to the client so root causes get fixed upstream
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What we're looking for:
Essential
- Complaint handling experience within a regulated financial services environment
- Familiarity with DISP and the FCA's expectations on complaint outcomes
- Confident working with member data and spotting where records don't reconcile
- Strong written English, since much of the role is correspondence
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Useful, but not a dealbreaker
- Occupational or personal pensions administration background
- Exposure to a past remediation exercise or platform migration
- Understanding of redress methodologies and how loss is calculated
Please apply via the link or get in touch for more information.
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