Complaint Handler, Financial Services, Mortgages

Sanderson Recruitment Plc


Job Description

Complaint Handler, Financial Services, Mortgages

To investigate and resolve project and performance related complaints relating to Mortgage Endowment Review ensuring customers are treated fairly and service levels are maintained.

Investigate and resolve Mortgage Endowment (ME) complaints, complying with all regulatory and procedural guidelines to ensure customers are treated fairly

Carry out 'what-if' analysis so that ME complaints are resolved and customers are compensated correctly and fairly

Comply with Customer Contact Strategy to ensure all customers are treated fairly & kept informed regarding the progress of their complaint

Candidates will ideally be FPC 1,2,3 or equivalent and have CF6 (mortgage advice) or equivalent


  • Customer skills, including empathetic communication with customers by telephone and in writing
  • Confident, professional telephone manner
  • Ability to understand and apply product and process information quickly
  • Ability to work under pressure
  • Problem solving and decision making
  • Desire to help our customers


  • Mortgage Endowment Review complaints experience
  • Working knowledge of Mortgage Endowment review processes
  • Proven customer service experience in a financial services role
  • Thorough understanding of complaint handling processes, FCA rules and appropriate redress
  • Proven ability in using MS Word and Excel


  • Location : Edinburgh
  • Reference : JS-DN/20457/424936818
  • Salary: From 250.00. uopto 300.00. Paid Daily.
  • Closing Date:
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