Cache of job #14006076

Job Title

Complaints & Fspo Specialist




Dublin , Dublin South


Start Mortgages Job Advertisement. Complaints & FSPO Specialist - Permanent. The Role. Reporting to the Customer Services Manager, the role is primarily responsible for ensuring that all Complaints and Financial Services & Pensions Ombudsman (FSPO) cases are managed effectively and to a high standard. Key Responsibilities. Manage the complaint process to fully investigate and resolve cases professionally and efficiently. Ensure each complaint case is managed in compliance with all Central Bank Codes and FSPO best practice. Manage any complaints escalated to the FSPO in both the Early Dispute Resolution and Adjudication stage. Effectively manage the relationship between Start and the FSPO. Liaise with Operations Managers as part of investigation process. Respond in writing to all complaints in a professional, compliant and clear manner and conclude if the complaint should be upheld or rejected. Responsible for all written and verbal communications with the customer including the drafting of the final response letter. Carry out root cause analysis on cases that are upheld. Liaise with the Company’s Senior Legal Counsel and Compliance Department where appropriate. Carry out regular analysis and internal reporting on complaints & FSPO escalation cases. Assist in the management in the early identification of potential and actual conduct risks emerging via the complaints processes. Provide support and advice to Operational Managers to assist in resolving complaints at source. Liaise with Line Managers, Team Leaders and the QA/Training team to implement changes to prevent re-occurrence of issues. Deal with general day to day queries in an efficient and professional manner. Manage ad hoc projects ensuring we are fully compliant with all Central Bank regulatory requirements. Any other ad hoc projects or tasks as required. Knowledge and Experience. At least 3 years’ experience in a similar role within banking. Experience must include communicating with and responding to complaints received via the FSPO. Candidates should have good knowledge of general banking products, mortgage lending processes and an understanding of terminology and issues in the sector. Proven knowledge of legislation and Central Bank codes regarding complaints including FSPO processes. Proven knowledge of mortgage lending processes, terminology and current issues within the mortgage sector. Good keyboard and PC skills with good knowledge of Excel and Word including mail merge. APA (Loans) or similar qualification is essential (preference will be given to candidates who hold the QFA. APPLY NOW and queries please to Marguerite Brahim 021 4944862. This job originally appeared on

Date Added

75 days ago