Complaints Officer - Graduate
Core
Investigate and resolve complex customer complaints regarding loans, credit cards, and auto-finance products under FCA regulations.
Role type
Graduate Complaints Officer (Operations)
Builds
Fair and objective outcomes for customers, including redress calculations and final response letters.
Domain
Financial Services / Consumer Credit / Regulatory Compliance
Deliverable
client delivery
Required skills
Investigation, analysis, problem-solving, dispute resolution, written communication, organization, self-management, judgment, resilience
Preferred skills
Knowledge of FCA regulation and DISP rules, ability to learn quickly
Technologies
None stated
Responsibilities
Investigate and resolve complaints about loans, cards, and auto-finance; manage a live caseload and prioritize cases; communicate with complainants via writing and phone; write professional final response letters; maintain clear records with documented rationale; feed back product and process improvements to frontline and product teams.
Seniority
Graduate, entry-level IC