Responsibilities:

• Personally, independently investigating and resolving all company-wide personal banking, business banking, and lending customer complaints within internal process SLAs and external regulatory deadlines
• Analysing causes of complaints and proposing process, system and/or training solutions to reduce repeat complaints
• Delivering fair outcomes of all complaints thorough investigations of all data related to the complaint, bearing in mind customer circumstances, company policies, as well as regulatory and legal requirements
• Having awareness of potential customer vulnerabilities and applying that to outcomes
• Making outbound calls to complainants as part of complaint investigations, where required
• Producing clear and detailed written complaint final response letters
• Completing internal complaint reporting and bi-annual external FOS complaint returns
• Reviewing all Operations SOPs to attain expert knowledge of all 1st line Operations processes as well as their rationale and updating SOPs and policies where required
• Clearly understanding risks and controls around all 1st line Operations processes
• Liaising with 2nd line functions for advisory on regulatory compliance and financial crime to establish areas of QA focus
• Completing monthly Business Assurance Testing as well as scheduled sample-sized reviews of all 1st line Operations processes based on risk level, ensuring all processes completed accurately and in compliance with SOPs and controls
• Compiling QA results and presenting to Director of Operations and Operations Managers and Operations Team Leaders
• Drafting recommendations for management of process, system or control improvements and/or training needs
• Delivering training of all processes to new starters and existing staff for Deposit, Cash, and Lending Operations
• Working with Deposit, Cash, and Lending Operations Managers to identify process training needs for existing staff
• Partnering with Compliance, Financial Crime and MLRO to identify regulatory, financial crime, fraud, AML training needs
• Continually updating training materials to ensure up-to-date content for training sessions

Requirements:

• Minimum of 5 years of experience of complaint handling within a UK regulated bank
• Experience of working with the Financial Ombudsman Service
• Knowledge of relevant regulatory bodies including the FCA, PRA, ICO, etc
• Knowledge of regulatory rules as per FCA Handbook, GDPR, PSR, BCOBs, Consumer Duty, etc
• Expert writing skills (vocabulary, drafting, spelling, structure, style, punctuation, revising, proofreading)
• Ability to explain complex events and processes in a simple and chronological way; clearly and concisely
• Very high attention to detail and ability to execute in a structured manner
• Strong knowledge of UK banking products like Fixed Term Deposits, Notice Accounts, Easy Access Accounts, Fixed Rate ISAs, Easy Access ISAs, Business Current Accounts, Business Trading Loans, Property Development Loans, etc
• Ability to critically review and challenge numbers, having strong analytical skills
• Ability to draft training materials
• Very self-motivated, with a positive mind-set, having strong time-management skills

Benefits & Perks:

• Equity. We want people to have a stake in the business so that all our interests are aligned.
• 25 days holiday
• Personalized benefits – opt-in to what matters to you
• Enhanced maternity and paternity leave
• Wellbeing and social events
• Support causes that matter to you – Volunteering time off
• Salary sacrifice schemes (Cycle to work, nursery, gym)