Description:
You’ll investigate and resolve individual client advice, Partner-service or product-related complaints; making decisions and recommendations for redress and communicating decisions in respect of complaints to the client and members of the Partnership. Ensure St. James’s Place treats its clients fairly by reviewing complaints fairly, effectively and promptly. You’ll have a good understanding of Regulatory complaint handling rules and ensure we comply with these.
What you'll be doing:
- When a complaint has been made, investigate the background to the issue, consider what should have happened and make decisions and recommendations to resolve the complaint fairly.
- To review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know.
- To liaise with the Partnership, Field, Business Assurance, external Actuaries, Professional Indemnity stakeholder, Admin Centres and relevant internal specialists to make sure all necessary expertise is used in investigating and resolving the complaint.
- To ensure each complaint is handled in line with the principle of treating all our clients fairly and in a cost-effective manner.
- Where necessary, to negotiate a resolution with the client.
- To produce clear and well-written decision letters, explaining the conclusions reached, communicating confidently, sensitively and in an informed manner.
- To identify the root cause of each complaint.
- To ensure the complaints database ‘Respond’ is kept up to date with the progress of each complaint, accurately records details of the complaint, the outcome and the cost to the business, and includes an accurate complaint report summarising the case.
- To prioritise own workload, to ensure company and regulatory deadlines are met. Demonstrating a flexible approach to work and requirements, with the ability to manage and adjust the working day as required in order to respond to important, ad-hoc requests, as required.
Essential Criteria
- A good technical understanding of all products, including life, pensions and investments – as well as Trusts and all types of Tax.
- Experience of regulated complaint handling within the financial services industry.
- Excellent communication skills, both verbal and written, and the ability to make decisions and clearly document reasoning and action required.
- CII Certificate in Financial Planning (CF1-5) or Financial Planning Certificate (FPC1-3) as a minimum. CII Level 4 Diploma in Financial Planning or willingness to work towards.
- Ability to use judgement when applying technical knowledge, presenting this clearly and concisely, in a way that is easily understood by others.