Complaints Handling Specialist

2 weeks ago

Bonifacio Global Metro Manila, Philippines Hexaware Technologies Phil. Branch Full time ₱450,000 - ₱600,000 per year

Role Purpose

To manage consumer complaints related to historic car finance commission practices under the FCA redress scheme, ensuring accurate interpretation, timely resolution, and compliance with regulatory standards.

Key Responsibilities

  • Review and interpret consumer complaint emails regarding PCP/HP agreements.
  • Extract key details (dates, lender, agreement type, complaint basis).
  • Prepare formal written responses using approved templates and FCA guidelines.
  • Log cases accurately into client systems and maintain audit trails.
  • Escalate complex or legally sensitive cases to senior teams or legal counsel.
  • Ensure compliance with FCA DISP rules and Consumer Duty principles.
  • Meet service-level agreements (SLAs) for response timelines and quality.

Skills & Competencies

  • Strong written communication and attention to detail.
  • Ability to interpret financial agreements and regulatory requirements.
  • Familiarity with FCA complaint handling rules (DISP) and Consumer Credit Act.
  • Proficiency in case management systems and MS Office tools.
  • High integrity and ability to handle sensitive data.

Preferred Experience

  • Background in financial services, complaints handling, or customer remediation projects.
  • Knowledge of motor finance products (PCP, HP).
  • Experience with FCA-regulated environments or redress schemes.

Compliance & Training Requirements

  • FCA-Compliant Complaints Handling Training (DISP rules, Consumer Duty).
  • Level 3 Certificate in Regulated Complaints Handling (CeRCH) – optional but recommended.
  • GDPR & UK Data Privacy training.
  • Consumer Credit Act basics.

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