Sr Analyst, Complaints, Operations Support

Job Summary

• Take ownership of complaints from start to finish
• Investigate complaints and identify the root cause of the issue
• Communicate with complainants through various channels to resolve complaints in a timely and professional manner
• Work closely with the relevant departments within Tide to identify any systemic issues and develop solutions to prevent future complaints
• Maintain required productivity and quality levels

Key Responsibilities

• Complaint Investigation: Manage and progress multiple complaints through to fair resolution, ensuring adherence to FCA DISP rules and internal policies
• Regulatory Compliance: Ensure all responses meet FOS (Financial Ombudsman Service) and FCA (Financial Conduct Authority) requirements adhering to TCF (Treating Customers Fairly) and CD (Consumer Duty) outcomes
• Root Cause Analysis (RCA): Conduct thorough fact-finding and critical analysis to identify recurring themes and suggest process improvements to prevent future issues
• Professional Correspondence: Draft clear, concise, and compliant final response letters that explain complex financial findings in accessible, jargon-free language
• Vulnerable Customers: Identify and provide tailored support for customers in vulnerable positions, ensuring compassionate and equitable treatment
• Stakeholder Collaboration: Liaise with internal teams like Operations, Compliance and Product to gather data and resolve cases efficiently

Professional Experience

• UK Complaints Handling: Demonstrable experience in managing UK-based financial complaints within a regulated environment.
• Financial Industry Knowledge: Solid understanding of financial products and the broader UK regulatory landscape (FCA, FOS, Treating Customer Fairly(TCF)).
• Startup Familiarity (desirable): Previous experience working in a startup or fast-paced FinTech environment, demonstrating adaptability and proactive problem-solving.

Soft Skills Communication

• Empathetic Communication: Exceptional ability to build rapport, listen actively, and show genuine compassion during difficult conversations
• Resilience Conflict Resolution: The ability to remain calm under pressure, handle challenging interactions, and manage conflict professionally
• Time Management: Highly organised with the ability to multitask and meet strict regulatory deadlines
• Analytical Mindset: Strong attention to detail and a passion for finding solutions to complex, non-standard situations

Technical Proficiency

• Industry Tools: Proficient in GSuite (Google Workspace), Slack, Confluence, Looker, and Jira

Desired Qualifications

• Certificate in Complaint Handling (CCBI) from the Chartered Banker Institute.
• Professional Banker Certificate

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.