Complaints Claim Handler – PCP Claims

2 weeks ago

Work from Home, Philippines Systemize Solutions Full time ₱180,000 - ₱240,000 per year

Job Title: Complaints Claim Handler (PCP Mis-Sold Finance)

Salary: PHP 18,000 per month

Job Type: Full-time

Location: Remote (Philippines)

Overview

We are looking for an experienced Complaints Claim Handler to manage a caseload of Personal Contract Purchase (PCP) mis-sold finance complaints. This role involves full end-to-end complaint handling, assessing affordability and commission issues, drafting complaint letters, managing lender responses, and progressing cases through to resolution. The successful candidate will ensure quality, accuracy, and compliance with FCA, FOS, and internal processes.

Key ResponsibilitiesComplaint Assessment & Case Review

  • Review new PCP complaint files and identify relevant complaint grounds (e.g., affordability, undisclosed commission, mis-sold products, unfair relationship).
  • Analyse credit agreements, bank statements, client questionnaires, financial data, and supporting evidence.
  • Apply FCA DISP rules, lender complaint procedures, and case-law guidance to each case.

Client Communication

  • Conduct welcome calls and clarification calls when required.
  • Provide regular client updates at key stages: complaint drafting, submission, lender response, FOS escalation, and settlement.
  • Clearly explain case status, timelines, evidence requirements, and potential outcomes.

Drafting & Case Progression

  • Draft structured Letters of Complaint outlining breaches and the redress sought.
  • Submit complaints to lenders, track deadlines, and follow up within required timescales.
  • Draft follow-up and escalation correspondence where needed.
  • Prepare cases for Financial Ombudsman Service (FOS) escalation, including case summaries, evidence bundles, and client statements.

Lender & Ombudsman Liaison

  • Review and manage lender responses, including offers, rejections, information requests, and final responses.
  • Assess settlement offers and provide guidance to clients.
  • Escalate cases to FOS when appropriate and respond to adjudicator or ombudsman queries.

Compliance & Data Management

  • Work within internal SLAs and FCA/FOS timeframes.
  • Accurately record all actions in the case management system (e.g., Proclaim/CRM).
  • Ensure compliance with GDPR, FCA, SRA, and internal policies.
  • Identify and escalate vulnerable client indicators or risk factors.

Skills & Experience Required

  • Experience handling financial complaints (PCP/motor finance, irresponsible lending, or consumer credit preferred).
  • Strong understanding of FCA DISP rules and unfair relationship principles (s.140A CCA).
  • Excellent written communication skills, especially in drafting letters and case summaries.
  • Ability to review and interpret financial documents such as bank statements and credit files.
  • Strong negotiation and problem-solving skills.
  • Comfortable working with deadlines and managing a high-volume caseload.
  • Experience using case management systems (Proclaim preferred but not essential).
  • High attention to detail and ability to work independently.

Key Competencies

  • Professional, client-focused communication
  • Strong organisation and prioritisation
  • Analytical and investigative mindset
  • Accuracy and compliance awareness
  • Ability to meet performance and quality targets
  • Team collaboration and willingness to support colleagues

Job Type: Full-time

Pay: Php18,000.00 per month

Benefits:

  • Work from home

Work Location: Remote

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