Complaints Officer - Graduate (Fintech)

TL;DR

Complaints Officer - Graduate (Fintech): Investigating and resolving complex customer interactions and disputes within a regulated environment with an accent on FCA and DISP compliance. Focus on analyzing customer friction points, drafting professional final response letters, and driving product improvements.

Location: Hybrid (London/Kent). Work from home on Mondays and Fridays; required in-office attendance Tuesdays through Thursdays.

Company

hirify.global is a high-growth fintech unicorn building advanced technology to streamline consumer credit, loans, and car finance across the UK and US markets.

What you will do

• Investigate and resolve complex customer complaints and disputes fairly and objectively.
• Manage a varied and complex caseload, prioritizing cases to maintain KPI performance standards.
• Communicate with complainants via phone and writing to resolve issues and manage expectations.
• Draft professional final response letters that simplify complex regulatory and technical issues for consumers.
• Collaborate with frontline and product teams to provide insights for process and product improvements.
• Ensure all decisions are evidence-based and strictly adhere to FCA and DISP complaint handling rules.

Requirements

• Experience in resolving complaints or customer disputes within a regulated environment.
• Aptitude for investigation, problem-solving, and objective dispute resolution.
• Knowledge and understanding of FCA regulation and DISP complaint handling rules.
• Strong professional letter writing and verbal communication skills.
• Ability to work under pressure and adapt to changing operational needs.
• Must be based in or able to work from London/Kent in a hybrid capacity.

Culture & Benefits

• Competitive compensation package including equity.
• Hybrid work flexibility with designated WFH days (Monday and Friday).
• Private health insurance coverage.
• Fully stocked office kitchen providing breakfast, lunch, and snacks (Tue-Thu).
• Inclusive and open workspace environment in London.

Hiring process

• Initial screening call with the Talent team.
• 15-minute cognitive assessment.
• Onsite interview and assessment focused on FCA and DISP knowledge.