PBR Investigator – Fully remote

Job title:

PBR Investigator – Fully remote

Company

Quilter

Job description

Fixed Term Contract Duration – 6 MonthsWhat the Hiring Manager saysAt Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.Our business is transforming, continually modernising and becoming even more customer centric. So if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it’s the perfect time to join us!A new, great, opportunity to join an experienced and knowledgeable complaints team providing a dedicated service to both our adviser/firms and end customers alike. The role is to investigate and resolve all errors and omissions relating to advice, fees and charges. You will be required to take case ownership and conduct a comprehensive investigation into all available information and documentation. Duties may occasionally extend to dealing and assisting with customer complaint.You will be part of a team of experienced investigators who are required to investigate and resolve all regulated complaints in a fair and impartial manner. To strictly adhere to regulatory deadlines and timescales associated to complaint resolution, taking ownership of reviews which are essential in the overall process.Ultimately focused on satisfying all assigned reviews, ensuring that ‘good customer outcomes’ are realised both now and in the future.About the RoleLevel: 3Department: ComplaintsLocation: Southampton or fully remoteContract type: Fixed Term Contract – ongoingWithin this role as a Past Business Review (PBR) Investigator, you will investigate all areas of business concern(s) within a timely manner. This includes liaising with all internal and external stakeholders, including (but not limited to) customers, adviser/firms, Insurers, Legal entities and Senior Management.You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities, as the role deals with multiple cases at a time. Also needs to ensure that you fully adhere to all the requirements of DISP Resolution (ref: FCA Handbook).You should be able to manage pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customer. However, you will always have the full support of your colleagues and management when faced with any contentious scenarios.You will be producing timely and up to date reports where required. Also to ensure that we operate and that our outcomes are aligned to the current Financial Conduct Authority requirements.About YouApplications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you don’t match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.For this role, we need you to have:Excellent organisational skills and the ability to manage a variety of tasks and responsibilities.Have confident communication skills and the ability to compile a written account of an investigation/review, which should be grammatically correct and free from any industry jargon.Be able to work under pressure, remaining focused and calm, particularly when dealing with our adviser/firms and customers.The nature of the industry and role is one that is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. You will also possess excellent written skills and high attention to detail.Having previous experience of working within a complaints/remediation environment is essential.Experience working within a Financial Services environment is advantageous.A knowledge and understanding of Financial Services regulation and the regulator’s approach to complaint/remediation.Show a commitment to both Treating Customers Fairly and embedding the requirements of Consumer Duty within the role process.Experience in handing calls (inbound and outbound)Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.Always curious: We continuously seek new ideas and knowledge so we’re one step ahead of our clients’ needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.#LI-FD1Core BenefitsHoliday: 26 daysQuilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company’s performance and their contribution to itPension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributionsBenefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.

Expected salary

Location

Southampton

Job date

Wed, 18 Sep 2024 05:40:19 GMT

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