Investigator

About This Role

This investigator role in Banking plays a key part in resolving disputes between consumers or small businesses and their financial service providers. The work involves overseeing a caseload, examining evidence, and making fair and reasonable decisions, contributing to a vital service in UK financial services.

Responsibilities

• Spend up to six months in an academy getting the training needed to make fair and reasonable decisions with certainty
• Work as part of a team, supported by an Ombudsman Manager, overseeing your own caseload and prioritising your work
• Investigate complaints about Banking products
• Manage your caseload effectively to reach targets
• Manage relationships with customers – both consumers and financial businesses
• Examine evidence to get to the heart of each complaint
• Weigh up all sides of a story and assess the relevant rules and regulations to make fair and reasonable decisions
• Communicate with empathy – listen carefully to both sides, ask the right questions and use sound judgement
• Communicate your findings clearly, explaining what you think and why through a clear and structured written response

Requirements

• Expertise making fair and balanced decisions, where you must articulate your thinking clearly
• Excellent communication skills, including a talent for listening and explaining things in clear language as well as good written English
• Experience providing excellent customer service with people who may be angry or upset
• Critical thinking, problem solving and finding constructive solutions
• Strong administrative skills and the ability to prioritise your workload
• History of working to meet targets or service level agreements
• An interest in developing knowledge of Banking products

Nice to have:

• Knowledge of Banking financial products
• Relevant qualifications within Banking
• Experience in decision making or investigative roles for example, legal, paralegal, casework or claims

Benefits

• Generous pension
• Life assurance
• Critical illness cover
• Income protection
• Personal accident cover
• Private medical insurance
• Virtual GP
• Optional benefits including travel insurance, technology scheme, cycle to work scheme, dining and lifestyle memberships, dental cover
• Holiday entitlement of 25 days, with the option to buy or sell extra days (full time equivalent)
• Discounts on everyday shopping, from groceries and petrol to household goods and gift vouchers