Customer Support Complaints Executive

Job not on LinkedIn

🔥 6 minutes ago

🇬🇧 United Kingdom – Remote

💵 £28k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Chip - your wealth app

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🛡️ Insurance

💸 Finance

Consulting • Insurance • Finance

Chip is a wealth app designed to help users save and invest effectively. With over 500,000 users, Chip offers competitive saving accounts such as Cash ISAs and Easy Access Savers with attractive interest rates, including tax-free options. The app uses award-winning AI to automate savings and offers investment opportunities through funds managed by leading asset managers like BlackRock and Vanguard. Featuring a user-friendly interface, Chip allows for seamless saving and investing, with enhanced security through FSCS protection. The app caters to both beginners and seasoned investors looking to maximize their wealth efficiently and effortlessly.

📋 Description

• Manage a portfolio of customer complaints from allocation through resolution • Identify and address all complaint points • Conduct fair, thorough and proportionate investigations using customer, account and transaction information • Review policies, terms and conditions, customer communications and internal records • Assess financial loss, inconvenience, distress or detriment • Identify remedial action, including corrections, explanations, apologies and compensation where appropriate • Draft clear and professional complaint responses within regulatory and internal timescales • Escalate complex, high-risk or potentially systemic complaints • Handle complaints in accordance with FCA requirements and the firm's complaints policy • Maintain understanding of DISP requirements and the Financial Ombudsman Service process • Identify Consumer Duty, conduct, vulnerability and financial difficulty issues • Maintain accurate complaint records for regulatory reporting and audits • Provide empathetic, jargon-free explanations and take ownership of customer outcomes • Identify opportunities to improve customer outcomes and reduce repeat complaints

🎯 Requirements

• Previous experience within complaints, customer service, financial services, banking, fintech or a regulated environment • Strong written and verbal communication skills • Excellent attention to detail • Ability to investigate information objectively and reach fair, evidence-based conclusions • Ability to manage multiple complaints and competing deadlines • Strong organisational and time-management skills • Ability to interpret policies, procedures and financial product terms and conditions • Confidence dealing with challenging or escalated customers • Strong analytical and problem-solving skills • Ability to work independently while knowing when to seek guidance or escalate • Strong computer literacy and confidence working across multiple systems • Experience handling regulated financial services complaints • Knowledge of FCA DISP requirements • Understanding of Consumer Duty and good customer outcome principles • Experience working within a fintech or digital banking environment • Experience handling complaints involving savings, ISAs, payments, investments or other financial products

🏖️ Benefits

• Discretionary Performance-Related Annual Bonus • Workplace pension scheme with 5% contribution on earnings up to £28,000 • Private medical insurance with medical history disregarded • Employee Assistance Programme • Cycle to work scheme • Season ticket loan • Free ChipX subscription for UK-based employees • Flexible working arrangements • 28 days holiday plus bank holidays, plus the days between Christmas and New Year • Annual training budget for courses, workshops, or conferences • £30 per month Chip Fitness Benefit • Company laptop • Opportunity to have a huge impact on the product and fast-track knowledge, responsibility and skills • Work from anywhere outside the UK for up to 90 days