Job type
TemporaryLocation
Dublin CityWorking Pattern
Flexible Working,Full-timeSpecialism
Financial And Management AccountingIndustry
Banking & Financial ServicesPay
Per hourClosing date
15 Jul 2025
Job Opportunity - FSPO Complaint Handler
Your new company
One of Ireland’s largest financial companies with over 200 locations nationwide, which provides a diverse range of services in banking, financial and related services, is currently seeking an FSPO Complaint Handler to work within a busy branch.
Your new role
What you'll need to succeed
What you'll get in return
Hybrid working with flexibility of location. Excellent on the job and learning opportunities. You will be joining a diverse and inclusive company whose customers and employees are at the forefront of everything they do. You will receive a very competitive hourly rate with an annual holiday accrual.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
#LI-DNI
One of Ireland’s largest financial companies with over 200 locations nationwide, which provides a diverse range of services in banking, financial and related services, is currently seeking an FSPO Complaint Handler to work within a busy branch.
Your new role
Summary of role: In this role, basically when things go wrong for our customers, they often let us know by way of a complaint. This allows the Bank to complete an investigation into the matters raised and endeavour to resolve the complaint for our customer. In cases where the complaint has not been resolved to the customer’s satisfaction, they have the right to refer their complaint to the Financial Services and Pensions Ombudsman (FSPO). The first stage of the FSPO process is to engage in either informal / formal mediation in a process known as Dispute Resolution. In instances where the complaint is not resolved within this Dispute Resolution process, the complaint will escalate to Formal Investigation.
The role holder will be responsible for managing complex cases referred to the FSPO on behalf of the Bank, ensuring fair and equitable treatment of our customers whilst at the same time adhering to regulatory requirements. The role involves actively investigating complaints, engaging with the FSPO and business areas during the dispute resolution and / or adjudication process, providing expert advice on complex FSPO cases and negotiating settlements. Responsibilities:
- Gather and collate any /all evidence requested by the FSPO and which supports the Bank’s position.
- Proactively engage with the business as required while preparing the Bank’s response to the complaint.
- Deliver high-quality work with great attention to detail.
- Negotiate settlements with customers in mediation.
- Build strong working relationships with internal and external stakeholders.
- Ability to execute instructions in an accurate and timely manner, in line with procedures.
- Ensure that strict FSPO deadlines are met.
- Assist and support team colleagues as and when required in order to ensure timelines are met.
- Be a customer advocate, keeping the customer at the heart of everything we do.
- Take personal responsibility for continuous learning and development.
What you'll need to succeed
- Previous complaints-handling experience within financial services.
- Strong analytical and investigative skills to assess complex complaints and prepare detailed responses.
Excellent attention to detail to deliver high-quality documentation.
Effective communication and negotiation abilities for engaging with stakeholders and mediating settlements.
- APAs (Accredited Product Adviser qualifications) are required.
- FSPO experience is desirable but not essential.
What you'll get in return
Hybrid working with flexibility of location. Excellent on the job and learning opportunities. You will be joining a diverse and inclusive company whose customers and employees are at the forefront of everything they do. You will receive a very competitive hourly rate with an annual holiday accrual.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
#LI-DNI