Complaints Investigator (Fintech)

TL;DR

Complaints Investigator (Fintech): Investigating customer complaints and ensuring adherence to regulatory timescales and internal SLAs with an accent on FCA compliance and stakeholder liaison. Focus on resolving complex cases, drafting formal responses, and coordinating with the Financial Ombudsman Service.

Location: Southampton, UK (Hybrid after training)

Company

hirify.global is a leading wealth management business overseeing billions in customer investments across financial advice and investment platforms.

What you will do

• Investigate complaints within regulatory and internal timescales.
• Liaise with stakeholders, financial advisers, and the Financial Ombudsman Service.
• Manage multiple cases simultaneously using strong organizational skills.
• Ensure full adherence to DISP Resolution requirements as per the FCA Handbook.
• Handle incoming and outgoing calls with customers and third parties.

Requirements

• Confident verbal and written communication skills.
• Ability to draft formal responses that are grammatically correct and free from jargon.
• Capability to remain calm and focused when dealing with contentious scenarios under pressure.
• Flexibility to prioritize workloads effectively.
• Must be based in or able to work from the Southampton office.

Culture & Benefits

• 26 days (182 hours) of annual holiday.
• Participation in the hirify.global Incentive Scheme based on business performance.
• Non-contributory company pension scheme with personal boost options.
• Cash benefit allowance available in lieu of some core benefits.
• Access to a range of flexible benefits for UK employees via salary deduction.