Complaint Investigator

What is the opportunity?

To make a difference for our customers through our complaint resolution processes. Delivering fair outcomes for our customers is front and central to our thinking.

Customers often understand that occasionally things go wrong. The role is critical to how the Bank responds and addresses the issue and is a key driver behind customer satisfaction!

We are offering a hybrid working model for these positions with your primary location as Belfast, meetings are currently once a month with onsite onboarding for the successful candidate.

In this role you will:

• Deliver fair outcomes to customers via the complaints process based on a thorough investigation of the facts of the case, considering customer circumstances, policies, and regulatory requirements.
• Handling a case load of complaints from case allocation through to production of the Banks final written response. Completing assessments of internal records before reaching a conclusion.
• Understanding of potential customer vulnerabilities and able to apply that understanding to customer outcomes.
• Ensuring that personal compliance with the Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls are achieved.

Essential Qualifications

There are no specific qualifications or minimum educational requirements needed for this role.

What will make you stand out?

Ideally you will have previous complaint handling/dispute resolution experience in Financial Services. Along with experience of working in a highly regulatory environment and outcome focused role.

You can work in highly charged environment while being able to prioritise between opposing priorities.

Excellent customer service, communication skills and letter writing skills are a must!

More about the team

The Complaint Investigator role sits within the UK Customer Relations (UK Customer Complaints) operation as part of the Office of the Chief Operating Officer within Bank of Ireland UK Plc.

In addition to complaint management, our Team is made up of several different functions that include the Vulnerable Customer Unit, the management of the Banks relationship with the Financial Ombudsman Service and the fulfilment of Data Subject Access/Rectification requests.

Activity undertaken across the unit is highly regulated by the Financial Conduct Authority (FCA) via its Dispute Resolution Rulebook (DISP), General Data Protection Regulation (GDPR) and FCA standard process linked to deceased and vulnerable customers.

Why work with us?

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program along with other fantastic supports. We also encourage and support staff to pursue educational and professional qualifications to grow and improve your career!

#ij-hybrid #li-hybrid

Key Competencies

• Customer Focused - Self
• Accountable - Self
• Agile - Self
• One Group, one team - Self
• Amplify Capability - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce. We offer reasonable accommodation at every stage of the application and interview process. If you require assistance, please contact recruitdirect@boi.com.