Complaints Specialist (Fintech)

Location: Hybrid in Milton Keynes, UK, with 3 days per week in the Milton Keynes office and a monthly trip to the Central London office. Travel expenses for the London trip are covered.

Company

hirify.global is a UK fintech using AI and Open Banking data to provide fair and affordable personal finance.

What you will do

• Manage business-as-usual complaints from start to finish and provide accurate, fair, and compliant responses.
• Act as the main contact for escalated customers, providing clear and empathetic updates.
• Ensure casework follows FCA complaint-handling standards and relevant regulatory obligations.
• Investigate complaint trends and root causes, collaborating with teams such as Underwriting and Collections.
• Support complaints reporting, management information, and escalation of emerging issues.
• Maintain complaint documentation and support fraud handling, account queries, payment reconciliation, chargebacks, and other operational escalations.

Requirements

• 3–5 years of experience handling complaints in financial services, ideally lending.
• In-depth understanding of FCA regulations and UK financial regulatory frameworks.
• Strong analytical skills and confidence resolving complex complaints.
• Empathetic and professional written and verbal communication, including under pressure.
• Meticulous documentation, case logging, and root cause analysis skills.

Culture & Benefits

• Hybrid working with 3 days per week in the office.
• Equity so everyone owns a piece of the company.
• 25 days of annual leave plus 8 bank holidays.
• Two paid volunteering days per year and a one-month paid sabbatical after four years.
• Employee loan, free gym membership, and a team wellness budget.