Description

You will handle and resolve escalated customer disputes in a fair, transparent, and timely manner, serving as the key point of contact for the Financial Ombudsman Service (FOS). Your work will involve thorough investigation and response, ensuring compliance with FCA DISP rules and Consumer Duty requirements, and providing insights for process improvements.

Requirements

• Proven background in FOS Complaints Handling and Customer Service
• Strong understanding of FOS guidelines, FCA DISP rules and Consumer Duty
• Proven experience in conflict resolution and problem solving
• Strong written and verbal communication skills
• Ability to manage multiple cases simultaneously and meet deadlines

Responsibilities

• Investigate, manage and resolve FOS and escalated customer disputes per FCA DISP rules
• Act as primary liaison between Clearpay and FOS Investigators/Ombudsmen
• Ensure complaints handled within regulated timelines and compliance with FCA DISP and Consumer Duty
• Prepare detailed complaint responses to FOS and other dispute bodies
• Identify trends and root causes of complaints, providing insights for process improvements