Disputes Resolution Specialist, Clearpay

The Role

The purpose of the Dispute Resolution Specialist is to handle and resolve customer in a fair, transparent and timely manner. The successful candidate will be the key point of contact within our External Complaint team for all escalated complaints received from the Financial Ombudsman Service (FOS) and will be responsible for thorough and timely investigation and response, meeting all dispute resolution guidelines as set forth by the Financial Conduct Authority. (FCA)

• This role is fully remote based in the UK only.

You Will

• Investigate, manage and resolve FOS and other escalated and complex customer disputes, in accordance with the FCA DISP rules.
• Act as the primary liaison between Clearpay and the FOS Investigators and Ombudsmen, managing all correspondence and information requests.
• Ensure all complaints are handled within regulated timelines (SLAs) and in compliance with FCA DISP rules and Consumer Duty requirements.
• Provide support to the Customer Service team for escalated complaints, where first and second level resolution team members have not been able to resolve.
• Prepare detailed, logical and well explained complaint responses to the FOS, other dispute resolution bodies and consumer advocacy groups.
• Identify trends, service issues and root cause of complaints, providing insights to leadership for process improvements.
• Maintain accurate, up-to-date records of all FOS case files, including evidence correspondence and outcomes.
• Manage multiple complaint cases simultaneously and in an efficient manner.
• Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved.
• Other tasks and ad hoc projects within the scope of the role may be required from time to time.

You Have

• Proven background in FOS Complaints Handling and Customer Service.
• Strong understanding of FOS guidelines, FCA DISP rules and Consumer Duty.
• Proven experience in conflict resolution and strong problem solving abilities.
• Demonstrated experience in complaint resolution, including communication and management of complaint cases to external groups and governing bodies.
• Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.
• Strong time management skills and ability to meet deadlines.
• Section 75 disputes experience a plus.
• Tertiary qualifications and/or equivalent industry experience is preferred.

Even Better:

• Strong passion for Clearpay
• Customer-focused approach
• Enjoys critical thinking and problem-solving
• Ability to exercise discretion and independent decision-making
• Strong ability to multi-task and work under time constraints to meet deadlines.
• Excellent attention to detail and accuracy
• Excellent communication and interpersonal skills