As one of our Complex Case Reviewers you will complete a full review of claims made against the Financial Services Compensation Scheme, processed by our Complex Claims Handlers. You will ensure consistent delivery of fair customer outcomes, compliance with process and policy, and application of accurate redress calculations.

You will also ensure any learnings are shared effectively with colleagues, driving continuous improvement and consistent achievement of strict quality standards.

Job title:

Complex Case Reviewer

Job Description:

Accountabilities and main responsibilities

• Achieve and retain Competency in appropriate workstreams
• Conduct detailed and thorough reviews of all allocated Complex Claims decisions against the relevant processes & policies
• Assess compliance with all aspects of the Claims Handling process including contact, systems, policy
• Ensure fair customer outcomes are delivered in every instance, and all complaint points are addressed
• Consistently achieve strict quality standards and Operational SLA’s through identification of improvement and learning opportunities
• Lead constructive feedback conversations with Complex Claims Handlers, offering coaching and guidance and driving continuous improvement
• Partner with our Client to calibrate, identify trends and root causes, provide insight and ensure alignment of processes and approach
• Receive and respond to client QA feedback, ensuring learnings are shared and appropriate actions are taken
• Effective management of workload to ensure consistent achievement of enhanced productivity targets and Operational SLA’s
• 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

• FPC qualified or equivalent
• Modules from Diploma in regulated Financial Planning – relevant to specific products (e.g. RO4 for Pensions)
• Previous experience of working with General Investments/SIPP in a Financial Services environment
• 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
• A strong background in dealing with complaints
• Ability to deliver in a target driven environment whilst maintaining high levels of accuracy
• Ability to work to demanding deadlines (workflow, time management)
• Ability to demonstrate adherence to compliance guidelines and comply with all relevant regulatory requirements
• Excellent 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
• Microsoft Office proficient