Complaints Handler

Job Overview

This is a challenging and vibrant role which entails, but is not limited to, reviewing complaints received via the sales channels, ensuring absolute compliance with all of the regulatory requirements.  The role also involves providing support and assistance with complaint handling and identifying any system/process/service deficiencies.

Job Responsibilities

Key Duties & Responsibilities:

Key responsibilities for the role include:

• Analysis of informal (Stage 1) complaints, recorded within the sales channels, to ensure full adherence with CPC requirements.
• Investigation, handling and drafting of responses to all assigned formal (Stage 2) complaints, received within the sales channels, in line with Consumer Protection Code guidelines, in a timely manner for review and sign off prior to issue

• With supervision of the Operations Complaints Manager/Specialist manage complaints escalated to the Financial Services & Pensions Ombudsman’s office
• Review and collate complaint data to detect trends and root causes, communicating findings to the Complaints Manager for escalation to relevant Stakeholders including the Complaints Forum/Complaints Steering Group, to promote learning and aid behavioural/process change
• Ensure any quality issues highlighted through complaints are identified and feedback is provided to the relevant area/team
• Investigate possible breaches of CPC requirements
• Identify and assist with training requirements on Complaint Handling where required
• Support the communication of all relevant complaint management processes
• Provide assistance to the Quality Team where required
• Any other duties/responsibilities as may be reasonably assigned by your Line Manager in line with company requirements.

Job Responsibilities

Education

• Qualifications suitable for a CF8 role (Grandfathered, CIP, ACII or FCII)

Experiences

Competencies

• Strong communication and negotiation skills
• Experience dealing with customers
• Must be methodical, high degree of accuracy and attention to detail
• Strong organizational and administrative skills with a disciplined approach to tasks/duties
• Proficiency in all Microsoft Office packages
• Excellent interpersonal skills with demonstrated record in building working relationships with a wide range of internal and external stakeholders
• A proactive and energetic approach with the ability to prioritise workloads, in order to achieve deadlines

MCC

This role sits within Pay Band B of FBD’s General Functions Pay band

This is a Control Function 8 (CF 8) position under the Central Bank of Irelands Fitness and Probity Regime. As such you are expected to know and comply with the standards at all times.

Footer

This role is being offered on a 12 month fixed-term contract.

FBD is proud to be an Equal Opportunity Employer. We welcome applicants of all ages, genders, ethnicities, cultures, religions, languages, sexual orientations, abilities, disabilities, and social backgrounds.

We are dedicated to fostering a diverse, equitable, and inclusive workplace where everyone is encouraged to bring their whole, authentic self to work. Our approach to inclusion is embedded in our hiring practices, pay structures, leadership development, and workplace policies. At FBD, we believe that when our people feel valued and supported, they thrive, and so does our business. We are proud to foster a culture of collaboration, respect, and shared success at every stage of your career.