Complaints Officer (FOS)

The role

You will handle a varied and complex caseload of complaints regarding loans, cards, and auto-finance products. You will investigate disputes, make fair decisions, and communicate with complainants via phone and writing.

What you will do

• Self manage a varied and complex caseload
• Champion using AI tools and technology
• Follow complaint handling standards and maintain good record keeping
• Ensure decisions are backed up with demonstrable evidence and rationale
• Work closely with the Complaints Team to resolve complaints
• Feed back to frontline and product teams on product and process improvements
• Communicate with complainants via writing or phone
• Manage customer expectations and handle difficult situations
• Maintain up to date knowledge of Lendable products
• Create professional final response letters

Required qualifications

• Experience of handling complex complaints or working in the automotive finance sector
• Problem solving and decision making skills
• Ability to assess and critique evidence to make fair and comprehensive decisions
• Ability to shift focus and re-prioritise workloads
• Great phone and written communication skills
• Ability to build rapport and manage multiple third parties
• Experience of resolving complaints or customer disputes within a regulated environment
• Aptitude for investigating, analysing, problem-solving and dispute resolution
• Good knowledge and understanding of FCA regulation
• Good knowledge and understanding of DISP complaint handling rules and guidance

Nice to have

• Experience of handling complex complaints related to motor or secured products
• Experience of working in a regulated motor finance environment
• An understanding of the Consumer Rights Act 2015
• An understanding of Motor related policies and industry standards
• The ability to comprehend complex Satisfactory Quality-related complaints
• Strong experience working with the Financial Ombudsman Service (FOS)

Benefits

• Flexible working
• Socials and connection opportunities
• Private health cover
• Retirement savings plans
• Employee referral programme
• Fully stocked kitchen
• Complimentary lunches prepared by in-house chefs on in-office days at select locations
• Cycle-to-work schemes in select locations
• Electric vehicle salary sacrifice schemes in select locations

Before you apply

• A quick phone call with one of the team
• An exercise to demonstrate your ability to resolve complaints
• An assessment to evidence your knowledge of FCA regulations and DISP complaint handling rules/guidance
• Onsite Interview

About the company

Lendable is a fintech company building technology to help people get credit and save money. It is a UK unicorn with a team of over 800 people.