Complaints Officer (FOS) (Fintech)

Location: London/Kent, United Kingdom; hybrid schedule with work from home available on Mondays and Fridays and onsite collaboration Tuesday–Thursday

Company

hirify.global is a fintech company building technology for consumer credit and savings, offering loans, credit cards, and car finance products in the UK and US markets.

What you will do

• Investigate and resolve complex complaints and customer disputes across loans, cards, and auto-finance products.
• Manage a varied caseload, prioritize cases, select appropriate customer contact methods, and meet performance standards.
• Assess evidence, make fair and comprehensive decisions, maintain accurate records, and document the rationale for outcomes.
• Communicate with complainants by phone and in writing, including preparing clear and professional final response letters.
• Apply FCA regulation and DISP complaint-handling rules while maintaining current knowledge of hirify.global’s products and procedures.
• Share complaint insights with frontline, product, and Operations teams to improve products and processes.

Requirements

• Experience resolving complaints or customer disputes in a regulated environment.
• Strong investigation, analysis, problem-solving, decision-making, and dispute-resolution skills.
• Excellent written and telephone communication skills, with the ability to explain complex issues clearly.
• Ability to manage multiple third parties, set customer expectations, reprioritize workloads, and work under pressure.
• Good knowledge of FCA regulation and DISP complaint-handling rules and guidance.
• Ability to work in the stated hybrid London/Kent setup and attend the onsite interview.

Nice to have

• Experience handling complex motor or secured-product complaints.
• Experience in a regulated motor finance environment or the automotive finance sector.
• Understanding of the Consumer Rights Act 2015, motor-related policies, and industry standards.
• Strong experience working with the Financial Ombudsman Service.
• Experience handling complex satisfactory-quality complaints.

Culture & Benefits

• Focus on prompt, diligent, and fair complaint resolution and positive customer outcomes.
• Encouragement to provide feedback and use complaint insights to improve the business.
• AI tools and technology are used to support customer service.
• Best-in-class compensation including equity and private health insurance.
• Fully stocked office kitchen and a focus on physical and mental well-being.
• Inclusive workspace and equal-opportunity employment environment.

Hiring process

• Initial phone call with a team member.
• Complaint-resolution exercise and assessment of FCA and DISP knowledge.
• Onsite interview to discuss the exercises and meet the team.