Job Description

About us:

Foundation Home Loans are a specialist mortgage lender, based in Bracknell in Berkshire. We are specialists because we understand the market and because we know that not everyone has straightforward requirements when it comes to mortgages.

We are looking to enhance our team and currently have a vacancy for an experienced Customer Relations Associate.

Purpose of Role

The primary purpose of this role is to support the Complaints Manager and the Business with the handling of all complaints; ensuring fair outcomes are achieved in line with company policy and regulatory requirements. This will include:

Customer Complaints Third Party Complaints Root Cause/Trend Analysis Adhering to the Consumer Duty
Ensure regulatory and legislative compliance, including DISP/MCOB rules.

Key Accountabilities:

Investigate all assigned complaints in a consistent, fair and prompt manner and handle all issues in line with the company Policies, adhering to the Consumer Duty at all times Manage the Complaints inbox to ensure complaints are dealt with in a timely manner Provide support to the Complaints Manager Plan, organise and prioritise workloads to meet regulatory deadlines imposed by the FCA Support production of DSARs as and when required

Performance Behaviours:

Gets results;Organisation and planning;Team working;Influencing others;Ownership; Focuses on the customer; Ethical and compliant behaviour.

Essential Skills/Qualifications:

Experience of the Financial Services industry and supporting regulations including Consumer Duty (CD), Treating Customers Fairly (TCF) and Environmental Social and Governance (ESG) is preferred however training will be given where required Previous complaint handling skills in a financial services / regulated environment Excellent PC skills (Word, Excel and PowerPoint) Knowledge of DISP Strong communication skills both written and verbal Attention to detail Analytical and able to solve problems Ability to organise and prioritise own workloads Accustomed to using own initiative/being proactive Ability to work as part of a larger team Relationship Management skills Self-motivated, flexible with drive and enthusiasm Negotiating and Influence

Desirable Skills/Qualifications:

CeMAP (TCF module desired, but not essential) Experience of the Financial Services industry and supporting regulations including Consumer Duty (CD), Treating Customers Fairly (TCF) and Environmental Social and Governance (ESG) is preferred however training will be given where required.
This role could potentially involve a regulated activity and the job- holder will be informed and trained accordingly.

Our people embrace our values:

Fair

- We are open minded and make unbiased, consistent decisions

Accountable

- We take ownership of situations so that our customers experience efficiency

Customer first

- We understand what our customers want and build strong relationships

Transparent

- We communicate clearly and concisely, ensuring that we are open with information

Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: Up to 30,000.00 per year

Benefits:

Company pension Enhanced maternity leave Enhanced paternity leave Free parking Life insurance On-site parking Paid volunteer time Private dental insurance Private medical insurance Referral programme Sick pay
Schedule:

Monday to Friday
Education:

GCSE or equivalent (required)
Experience:

Customer Relations Associate: 2 years (required)
Location:

Bracknell RG12 1WA (preferred)
Work Location: Hybrid remote in Bracknell RG12 1WA