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documentation negotiation customer service fos sla📋 Description
- Investigate, manage and resolve FOS escalated disputes per FCA DISP rules.
- Act as liaison between Clearpay and FOS investigators and ombudsmen.
- Ensure complaints meet regulated timelines (SLAs) and FCA DISP rules.
- Support Customer Service on escalated complaints when needed.
- Prepare detailed responses to FOS and other dispute bodies.
- Identify trends and root causes to drive improvements.
🎯 Requirements
- Proven background in FOS complaints handling and customer service.
- Strong understanding of FOS guidelines and FCA DISP rules.
- Experience in conflict resolution and problem solving.
- Experience in complaint resolution with external bodies.
- Strong verbal and written communication to draft findings.
- Strong time management and ability to meet deadlines.
🎁 Benefits
- Remote work options
- Medical insurance
- Flexible time off
- Retirement savings plans
- Inclusive, equal opportunity employer
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