• 30 April 2008
• Reference: JR199639

• Senior Review Officer

• City of London £200 - £225 day Temporary

One of the UK's leading wealth managers that serves affluent, high net worth and intermediary clients worldwide, providing international and private banking, fiduciary services, investment management and brokerage services is looking for a case manager to be accountable for high-net worth client complaint cases and ensure progression to resolution, be responsible for making decisions where ex-gratia payments/policy related payments are appropriate within agreed discretionary limits, to be responsible for calculating levels of redress or compensation and evaluating levels of goodwill payments, to ensure that all complaint handling is conducted in accordance with the Customer Relations Complaints Handbook and therefore in line with regulatory requirements, to ensure first class client experience during the complaint handling process, to be responsible for proactive diary management ensuring that all complaint cases are dealt with by priority in order to help achieve team targets for turnaround timescales and that complaint cases are dealt with within the strict FSA requirements and in line with the FOS guidelines and that risk to the business is reduced. Also to identify and escalate trends to CRD Management and the Compliance Investigation Unit identifying where further improvements may be made, maintain the respond database ensuring all entries are recorded accurately and ensuring system integrity, understand the Customer Relations Training & Competency (AQUA Accreditation) Scheme and ensure quality levels meets the required benchmark, identify and escalate trends to Customer Relations Team Leader and the Compliance Investigation Unit identifying where further improvements may be made, negotiate successfully with clients to facilitate a mutually beneficial resolution to a complaint, develop and maintain a strong working relationship will all operational areas and third parties including other product providers, maintain a high standard of customer service and satisfaction by adopting Plain English principles in both written work and verbal conversations, help develop the Customer Relations Officers and provide support to all team members by maintaining an open and honest working relationship with colleagues through discussion and sharing of information, creating 'best practice' in relation to the standards applied.

You will also be required to help build and maintain the team morale, assist in achieving the overall team targets set by the Customer Relations Team Leader/Manager, assist the Customer Relations Team Leader/Manager by providing MI when requested, assist the Customer Relations Team Leader/Manager by collating trend analysis and making recommendations/suggesting remedial action to prevent further complaints, champion the provision of first class service from CRD to the rest of Life and Service Operations across the business and finally, to raise the profile of CRD and its service within Life and Service Operations.

The ideal candidate will have Private Banking experience, a thorough knowledge of generic complaint handling, strong inter-personal skills, ability to communicate, negotiate and influence across a range of levels within the team, CRD, across the organization and with external stakeholders, have a good understanding of Group and FSA governance requirements including Know Your Customer, Suitable Advice, Money Laundering and Data Protection, have a thorough understanding of the Complaints lifecycle within the Financial Industry, solid knowledge of Inland Revenue legislation's affecting Life Assurance, Pension and Investment products, extensive knowledge of the Regulated Financial Services environment and would satisfy the FSA Criteria for an Approved Person, both initially and ongoing

A thorough knowledge of products and services supplied by tied and independent advisors including Investments and Pensions is advantageous, along with knowledge of Image, Ecl

View on map
• Send to a friend

• Apply

Keywords related to this job

• Compliance,
• T & C / P & P,
• City of London,
• Temporary,
• Private Wealth Management,
• compliance,
• FSA,
• CRD,
• T&C