Complaints Administrator

A leading financial regulator requires several experienced administrators to assist with processing complaints for a period of around 6 months. These will predominantly come in written form.

Key Responsibilities

• Receiving, logging and data capture of authorisation notifications and applications
• Assessing the channel for firm applications (standard, medium or complex);
• Assessing the applications for completeness;
• Maintaining a clear audit trail for all firm applications through creation of required folders, providing assistance to case officers and supervisors and ensuring that all documentation within the teams remit if correctly filed within the case folder;
• Dealing with all process queries directed to the team, ensuring that these are actioned or triaged to the correct case officer for resolution;
• Providing assistance to the process teams to undertake case work. It is expected that the team will work flexibly with other teams to ensure that periods of peak activity are covered;
• Training other team members on processes to ensure there is adequate cross training in the team;
• Liaison with key stakeholders in regards to process/system queries
• Producing regular MI

Skills and Experience

 Previous experience of dealing with complaints or queries, ideally within a financial regulator is essential.

 Ability to proactively assess workloads, apply set priorities and actions required and identify issues for escalation. Ability to flexibly manage competing demands with support from management.

 Excellent organisational and time management and able to prioritise.

 Knowledge of how to log and close cases.

 Basic understanding of the financial services industry

 Competent in MS Excel, Word, Outlook, PowerPoint. Shows records management expertise.

 Ability to create and sustain effective working relationships with those (internal and external) that are in the direct sphere of their role

 Understands when to escalate to manager and be able, with support, to provide solutions or propose a course of action to stakeholders to resolve the issue.

 Effective communication skills and ability to create a positive impression through interaction with others.

If you possess the relevant skills and experience and are looking to gain experience in a leading financial institution, please submit your CV today.