Associate – Client Services – FTC

Job title:

Associate – Client Services – FTC

Company

Brewin Dolphin

Job description

RBC Brewin Dolphin is one of the UK’s leading independent providers of discretionary wealth management. We offer award-winning personalised wealth management services that meet the varied needs of over 100,000 account holders, including individuals, charities, and pension funds.We specialise in helping clients protect and grow their wealth by creating financial plans and investment portfolios that meet personal and professional ambitions and aspirations. Our services range from a simple execution only online service to bespoke discretionary investment management including retirement planning.About this opportunity:We are looking for an Associate to join the Client Services Team. This position is responsible for investigating complaints, determine detriment and carrying out root cause analysis.This will be for a 12 month FTC.Responsibilities Include

• Undertake the recording, triaging investigation and analysis of complaints received by the Group in accordance with regulatory requirements, provide recommendations for the resolution of the complaints.
• Ensure that regulatory timescales for complaints handling are consistently maintained.
• Ensure maintenance of complete records providing a clear audit trail for complaints.
• Calculate detriment to clients in accordance with industry standards, Financial Ombudsman Service guidance and internal precedent.
• Identify and escalate the systemic issues and trends to relevant parties.
• Advise and support the Business on the prevention of complaints.
• Carry out training, workshops and one to one training to raise the profile of good complaints handling, preventative measures and awareness of Group procedures.
• Maintain knowledge on regulatory matters, company policies and products.
• Liaise with investment managers and financial planners, providing them with guidance on potential liability/breach of FCA rules, procedures, interpretation of regulation and company policy in respect of complaints.
• As required, assist with production of management information and reports.
• Complete tasks as requested to support team activities and achievement of team objectives.
• Assist team members as required and work effectively with colleagues.
• Take accountability for own work and its accuracy, completing tasks in a timely manner and prioritise where necessary.
• Adhere to procedures and standards.
• Find opportunities to proactively support and share knowledge with others for the benefit of the team.
• Prioritise workload and identify when support is needed to achieve goals.
• Identify and escalate issues as they arise and suggest solutions for resolution.
• Assess when to deal with an issue or when to seek involvement of a colleague (including line manager).

Skills/Experience:

• Prior relevant industry experience in a complaint handling role within an independent/whole of market organisation in financial services
• Financial Ombudsman Service experience
• Good knowledge of own department and an understanding of how the role contributes to the Risk & Compliance business strategy.
• Proactively develops technical knowledge of regulations through relevant CPD, courses, exams.
• Shows willingness to learn new approaches to accomplish work activities.
• Takes responsibility for developing links to wider teams and departments.
• Excellent administration, planning and organisation skills.
• Excellent attention to detail.
• Displays enthusiasm, credibility and determination.
• Ability to grasp new ideas and concepts quickly, and use them effectively.
• Ability to work under pressure and meet deadlines.

RBC Brewin Dolphin is proud to be an equal opportunity employer. We are committed to recruiting and developing a diverse workforce, inclusive of race, religion, age, gender, sexual orientation, and disability. If you have particular requirements in relation to accessibility or mobility during the recruitment process, please let us know and we will do our best to make suitable adjustments.To start your journey with us, please click the “Apply” button below. The closing date for applications is 28/05/2024. Some of our vacancies receive high numbers of applications and we may decide to close this sooner, so we would encourage you to apply as early as possible.

Expected salary

Location

London

Job date

Thu, 16 May 2024 05:16:40 GMT

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