Complaints Handler

2 days ago

Dublin, Dublin City, Ireland FBD Insurance Full time
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.

Key Responsibilities
  • 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.
Education
  • Qualifications suitable for a CF8 role (Grandfathered, CIP, ACII or FCII)
Competencies
  • 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 role sits within Pay Band B of FBD's Graduate Pay band. This is a Control Function 8 (CF 8) position under the Central Bank of Ireland's Fitness and Probity Regime. As such you are expected to know and comply with the standards at all times.

Footer

This role is being offered on a 12 month fixed-term contract.

FBD is proud to be an Equal Opportunity Employer. We welcome applicants of all ages, genders, ethnicities, cultures, religions, languages, sexual orientations, abilities, disabilities, and social backgrounds. We are dedicated to fostering a diverse, equitable, and inclusive workplace where everyone is encouraged to bring their whole, authentic self to work. Our approach to inclusion is embedded in our hiring practices, pay structures, leadership development, and workplace policies.


#J-18808-Ljbffr

  • Complaints Handler

    19 hours ago

    Dublin, Dublin City, Ireland FBD Full time

    Job OverviewThis 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.Key Duties...

  • Senior Case Handler

    4 weeks ago

    Dublin, Dublin City, Ireland Law Society Full time

    .ASPXANONYMOUS 2 Months Authentication to the siteLSI 1 Year To remember cookie preference for Law Society websites (www.lawsociety.ie, www.legalvacancies.ie, www.gazette.ie)FTGServer 1 Hour Website content ( /CSS , /JS, /img )_ga 2 Years Google Analytics_gat Session Google Analytics_git 1 Day Google AnalyticsAptifyCSRFCookie Session Aptify CSRF...

  • Senior Case Handler

    4 weeks ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Our client the Competition and Consumer Protection Commission (CCPC) is seeking a Senior Case HandlerDivision OverviewThe European Consumer Centre (ECCI) is a member of the European Consumer Centres Network (ECC-Net), a network of over 200 experts in European consumer rights working in 29 offices across Europe. ECC-Net has a vital role in advising consumers...

  • Senior Case Handler

    4 days ago

    Dublin, Dublin City, Ireland Cpl Full time

    Our client the Competition and Consumer Protection Commission (CCPC) is seeking a Senior Case HandlerDivision OverviewThe European Consumer Centre (ECCI) is a member of the European Consumer Centres Network (ECC-Net), a network of over experts in European consumer rights working in 29 offices across Europe. ECC-Net has a vital role in advising consumers and...

  • Insurance Complaints Handler

    3 days ago

    Dublin, Dublin City, Ireland September Consulting Ltd Full time

    OverviewSalary:up to 45K + annual bonus + pension + insurance discounts + benefitsWe're working with a leading insurance provider in Ireland that's looking to bring aComplaints Handling Specialistonto their team.This is a backfill position due to internal movement—a great opportunity to join a stable and supportive team that plays a key role in customer...

  • Insurance Complaints Handler

    4 days ago

    Dublin, Dublin City, Ireland September Consulting Ltd Full time

    OverviewSalary: up to 45K + annual bonus + pension + insurance discounts + benefitsWe're working with a leading insurance provider in Ireland that's looking to bring a Complaints Handling Specialist onto their team. This is a backfill position due to internal movement—a great opportunity to join a stable and supportive team that plays a key role in...

  • Customer Complaints Resolution Specialist

    1 day ago

    Dublin, Dublin City, Ireland beBeeCompliance Full time €40,000 - €55,000

    This role requires a dedicated and detail-oriented professional who can handle complaints in a timely manner. Here's what you need to know about the job:Job DescriptionWe're seeking an experienced individual to join our team as a Complaints Handler. The successful candidate will be responsible for reviewing and responding to customer complaints in accordance...

  • Senior Case Handler

    4 weeks ago

    Dublin, Dublin City, Ireland Cpl Healthcare Full time

    Our client the Competition and Consumer Protection Commission (CCPC) is seeking a Senior Case HandlerDivision OverviewThe European Consumer Centre (ECCI) is a member of the European Consumer Centres Network (ECC-Net), a network of over 200 experts in European consumer rights working in 29 offices across Europe. ECC-Net has a vital role in advising consumers...

  • Senior FSPO Complaints Manager

    4 weeks ago

    Dublin, Dublin City, Ireland Aviva plc Full time

    Join to apply for the Senior FSPO Complaints Manager role at Aviva.We are seeking an experienced Senior Customer Relations and Financial Services and Pension Ombudsman Complaints Manager to join our team at Aviva Life & Pensions Ireland (ALPI).Roles and Responsibilities:Resolve disputes through clarification, mediation or settlement and prepare/sign off on...

  • High Salary) Insurance Complaints Handler

    3 days ago

    Dublin, Dublin City, Ireland September Consulting Ltd Full time

    OverviewSalary: up to 45K + annual bonus + pension + insurance discounts + benefitsWe're working with a leading insurance provider in Ireland that's looking to bring a Complaints Handling Specialist onto their team. This is a backfill position due to internal movement—a great opportunity to join a stable and supportive team that plays a key role in...