Job Overview

This is a challenging and vibrant role which entails, but is not limited to, reviewing complaints received via the sales channels, ensuring absolute compliance with all of the regulatory requirements. The role also involves providing support and assistance with complaint handling and identifying any system/process/service deficiencies.

Job Responsibilities

Key Duties & Responsibilities:

Key responsibilities for the role include:

Analysis of informal (Stage 1) complaints, recorded within the sales channels, to ensure full adherence with CPC requirements.
Investigation, handling and drafting of responses to all assigned formal (Stage 2) complaints, received within the sales channels, in line with Consumer Protection Code guidelines, in a timely manner for review and sign off prior to issue

With supervision of the Operations Complaints Manager/Specialist manage complaints escalated to the Financial Services & Pensions Ombudsman’s office
Review and collate complaint data to detect trends and root causes, communicating findings to the Complaints Manager for escalation to relevant Stakeholders including the Complaints Forum/Complaints Steering Group, to promote learning and aid behavioural/process change
Ensure any quality issues highlighted through complaints are identified and feedback is provided to the relevant area/team
Investigate possible breaches of CPC requirements
Identify and assist with training requirements on Complaint Handling where required
Support the communication of all relevant complaint management processes
Provide assistance to the Quality Team where required
Any other duties/responsibilities as may be reasonably assigned by your Line Manager in line with company requirements.

Job Responsibilities

Education

Experiences

Competencies

Knowledge, Skills, Competencies:

Qualifications suitable for a CF8 role (Grandfathered, CIP, ACII or FCII)
Strong communication and negotiation skills
Experience dealing with customers
Must be methodical, high degree of accuracy and attention to detail
Strong organizational and administrative skills with a disciplined approach to tasks/duties
Proficiency in all Microsoft Office packages
Excellent interpersonal skills with demonstrated record in building working relationships with a wide range of internal and external stakeholders
A proactive and energetic approach with the ability to prioritise workloads, in order to achieve deadlines

MCC

This is a controlled function (CF3) under the Central Bank of Irelands Fitness and Probity Regime. As such you are expected to know and comply with the standards at all times.

This role sits within Pay Band B of FBD’s Pay band.

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Closing date for applications will be Friday 6 June 2025.

FBD is an inclusive Equal Opportunity employer that considers applicants irrespective of their age, gender, ethnicity, culture, religion, language, sexual orientation, ability, disability and social circumstances

Complaints Handler