FOS & Exec Complaints Specialist
On-site · Edinburgh, Scotland, United Kingdom
Job Summary
Deliver exceptional customer service in Banking Operations at Chase UK by managing high-risk complaints and coordinating with FOS investigators and the Ombudsman. Own high-risk cases including CEO/MD level referrals, collaborate with Fraud Investigations and Compliance for case returns, handle inquiries from high-value customers, and manage the Chase Exec mailbox. Support audits and PI recording, adhere to regulated SLAs, and provide analytical deep dives for senior leadership and FCA reviews. The role involves shift work (mornings, evenings, weekends) with options across 4 or 5 days per week, requiring a collaborative, empathetic, and process-minded approach to resolving complex customer inquiries and complaints.
Required Qualifications
- Previous experience in Financial Services, particularly Banking
- Experience in a fast-paced, dynamic environment
- Proven ability to build relationships and provide exceptional service
- Shift work including mornings, evenings, and weekends on a rotational basis
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