Claims Specialist - Investments

Location London - Hybrid working with a 40% office requirement

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

The Role

Within this role you will process compensation claims of regulated financial advice within pension and investment products. You will deliver against productivity and quality targets, ensuring claims are completed accurately, whilst managing customer expectations and delivering an outstanding experience. You will adhere to process guidance, receiving full training with access to product support and technical expertise.

Key Priorities

• Accurately process claims, investigating and making effective conclusions based on evidence to provide correct decisions and compensation payments to customers.
• Manage workload and customer expectations throughout the claims journey, providing excellent customer service.
• Identify and support the resolution of Thematic issues.
• Undertake ad-hoc projects when required.

Key Knowledge, Skills and Experience

• Experience in handling financial services advice claims such as pension transfers and investments.
• Knowledge of FCA COBS rules, dispute resolution and advice complaint handling.
• Ability to meet demanding deadlines, achieving productivity and quality targets, working in an operational environment.
• Good communicator with strong literacy, numeracy and telephony skills.
• Excellent attention to detail and accuracy.
• FPC/CFP/CeFA qualified or equivalent.
• Completion of modules from Diploma in regulated Financial Planning, relevant to specific products - e.g. R02 Investments and R04 Pensions.

Working at the FSCS

At FSCS we are purpose-driven and committed to delivering an exceptional service and results for our customers.

We have invested greatly in a flexible people offering that we’re proud of, that our employees love and that supports and promotes diversity, inclusion, and overall wellbeing. Key benefits include:

• Employer pension contributions from 9%+ depending on your contributions and length of service.
• Life assurance, income and critical illness protection.
• Private medical and dental insurance.
• EAP and Virtual GP.
• 26 days annual leave + bank holidays and the option to sell 5 or buy up to 9 additional days per annum to suit your lifestyle.
• Enhanced Maternity, Paternity and Adoption leave – 6 months full pay.
• Additional discounts and options to earn rewards to spend at your choice of retailer.

To Apply

Use the Apply Now button to apply.

We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and within a future role. You will be asked whether you require any adjustments during your application and you can also contact our recruitment team at recruitment@fscs.org.uk to discuss this further if helpful.

About Us

For the past 21 years, FSCS has been getting customers of failed authorised financial services firms back on track.

Our strength is in our numbers. Since 2001, we have helped 6.5m customers and paid back £26bn in compensation. Over the years we have continually strived to be better, faster, and more empathetic to our customers’ needs in an ever more complex financial world. Our people have worked together to make sure we can offer protection and reassurance every step of the way, even during the toughest of times over the last two years. FSCS is an organisation that makes a difference, and in which our people truly make a difference.

We have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic. As a result of this success, FSCS has become increasingly respected, insightful, and influential in the regulatory ecosystem. It is an exciting time in our journey as we now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather than cure.

What we are aiming for
We shall respond to large and complex firm failures, whilst maintaining our seven-day pay-out for savers in banks, building societies and credit unions. We will actively contribute to increasingly effective resolution when firms fail.

Why this matters
FSCS needs to contribute to public confidence and financial stability by being ready to respond when called upon across the full range of protected products.

Our approach

• Maintain well-tested contingency plans, backed by necessary capabilities and robust customer information.
• Collaborate with industry to improve the customer information we rely on for payouts.
• Improve our ability to respond quickly to investment and insurance failures.
• Work with industry and regulators to improve resolution arrangements.

What we are aiming for
FSCS is known and trusted for protection that puts people back on track through outstanding customer experience.

Why this matters
Customer expectations are rising. The service our customers receive must meet their expectations in terms of speed, accessibility and ease of use, in order to maintain consumer trust and confidence.

Our approach

• Exploit digital technology to create the service our customers expect, at lower cost to our levy payers.
• Improve the speed of our service by eliminating time and process inefficiencies, particularly with third parties.
• Exploit our new strategic partnership - by drawing on our partner's expertise, scale and experience.
• Provide continuity of cover for policyholders in failed insurance companies.

What we are aiming for
We shall raise awareness of FSCS protection across all of the products and services we protect, particularly retirement savings products.

Why this matters
Awareness of, and trust in, FSCS protection maintains confidence in a crisis. Awareness also helps to inform people's choices by increasing their confidence in buying protected services and understanding the risks of unprotected products.

Our approach

• Partner with the industry to raise awareness of FSCS protection across all protected products and services, focusing on retirement savings initially.
• Engage with consumers and provide information to help people understand protection and make informed decisions.
• Encourage customers of failed firms to come directly to FSCS with their claim.
• Work with our stakeholders to provide joined-up and easy to access information about FSCS protection.