As one of our Complex Case Handlers you will investigate and assess customer claims made against the Financial Services Compensation Scheme (FSCS) and consistently provide fair outcomes for the customer and if necessary, accurately calculate the amount of compensation due. A Complex Claims Handler is responsible for handling the most rare and intricate cases with a significantly heightened level of complexity compared to many other case types.

Job title:

Complex Case Handler

Job Description:

Accountabilities and main responsibilities

• Conduct a thorough investigation of our most complex cases, interacting with the customer and other parties as appropriate
• Liaise with the customer and other parties as appropriate via appropriate method (i.e. written, verbal), ensuring a full understanding of the case is secured
• Review & evaluate all relevant evidence in line with current guidance and procedures
• Produce a reasoned report detailing your investigations and conclusions in line with approved authorisation levels
• Create and maintain a complete record of all information gathered and issued, to provide a full audit trail for the client and the industry regulator
• Acquire information as necessary to perform accurate redress calculations
• Perform accurate redress calculations using the relevant support tools in line with client and regulatory guidelines
• Direct contact with customers to keep them fully informed of the progress of their claim
• Effective management of a pipeline of claims to ensure consistent customer satisfaction, and achievement of Operational SLA’s
• Consistent achievement of strict Quality Standards
• Adhere to all Capita policy and regulations as they relate to the role
• Comply with all relevant Client and Capita mandatory training requirements

Qualifications and skills

Essential

• Previous experience of working with General Investments/SIPP in a Financial Services environment
• A strong background in dealing with complaints
• Experience of working in a target driven environment (specifically productivity and quality & operational SLA’s)
• Ability to work to demanding deadlines (workflow, time management)
• Ability to demonstrate adherence to compliance guidelines and comply with all relevant regulatory requirements
• Strong literacy / numeracy skills
• Strong Communication Skills and Attention to Detail
• Computer Literate (Microsoft Word, Excel and Outlook)
• Strong inter-personal and relationship building skills
• Ability to maintain high standards of professionalism and competence to deliver outstanding customer service
• Proven record managing a pipeline of work, in order to consistently deliver against all metrics

Desirable

• FPC qualified or equivalent
• Modules from Diploma in regulated Financial Planning – relevant to specific products (e.g. RO4 for Pensions)
• Previous experience of working on FSCS, FOS or similar types of cases or complaints
• An understanding of the FSCS role within Financial Services and the underpinning regulations and policies.
• Dispute resolution experience
• Complaint resolution experience
• Experience of remote working