Client Services Associate

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.,

• 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).
  
  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 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.