Complaint & Incident Senior Associate (Financial Services)

Location: Basildon, Essex, UK; hybrid work model

Company

hirify.global is a financial services and healthcare technology company headquartered in Windsor, Connecticut, with more than 27,000 employees across 35 countries.

What you will do

• Investigate and resolve written and telephone complaints, including complex and sensitive cases, in line with FCA requirements and internal service standards.
• Recommend redress and conduct clear, professional, and regulatory-accurate resolution calls and correspondence.
• Coordinate with multiple business areas and take end-to-end ownership of customer outcomes.
• Identify, assess, document, and resolve potential regulatory breaches and incidents.
• Maintain accurate breach and incident records and track open actions.
• Perform root cause analysis to identify trends, emerging risks, and opportunities to prevent recurrence.

Requirements

• Previous experience in financial services.
• Working knowledge of FCA DISP, CASS, Consumer Duty, and other relevant regulatory rules.
• Excellent written and verbal communication, including the ability to explain complex matters clearly.
• Empathy and integrity when handling sensitive or vulnerable customer cases.
• Strong attention to detail, analytical skills, stakeholder engagement, and a solutions-focused ownership approach.

Nice to have

• Relevant professional qualifications.
• Experience with root cause analysis or continuous improvement frameworks.

Culture & Benefits

• Hybrid work model.
• Professional development reimbursement and access to SS&C University.
• Competitive holiday scheme and wellbeing benefits.
• Hands-on, team-customised training throughout the career.
• Commitment to diversity, inclusion, collaboration, accountability, and innovation.