CASE HANDLER JOB DESCRIPTION

Every unresolved complaint has a cost. In regulated financial services, a case that stalls past DISP deadlines or produces an inconsistent redress calculation can trigger FCA intervention, Financial Ombudsman referral, or redress remediation at scale. Case Handlers prevent that. They own individual complaint files from first acknowledgment through final decision letter, applying TCF principles and FCA conduct rules to every judgment call. The role demands equal parts investigative rigour and written precision. Few positions develop regulatory literacy faster.

As the Case Handler, you investigate, assess, and resolve customer complaints within a regulated financial services environment, producing defensible written decisions that meet FCA and DISP requirements. You carry an active caseload independently while feeding trend intelligence back to risk and compliance functions.

Career Impact: Sustained exposure to FCA regulatory frameworks, DISP complaint rules, and redress methodology makes Case Handlers highly credible candidates for senior complaints, compliance, and conduct risk roles.

Business Impact: Final response letters and redress decisions you produce directly determine whether complaints escalate to the Financial Ombudsman Service or close at firm level, protecting the organisation's regulatory standing.

Growth Opportunity: Case Handlers who develop pensions or investment product knowledge routinely progress into Technical Complaints Specialist, Complaints Team Leader, or Conduct Risk Analyst positions.

• Investigate customer complaints end to end by researching case files, databases, and records to establish a clear event timeline.
• Assess complaint eligibility and merits against FCA conduct rules, TCF principles, and relevant product terms to reach a fair outcome.
• Produce final response letters and written decisions that explain findings clearly to customers and meet regulatory quality standards.
• Calculate redress due to eligible customers in line with applicable compensation rules and gather supporting data from third parties.
• Manage an active caseload at multiple resolution stages, prioritising to meet DISP acknowledgment and response deadlines.
• Liaise with the Financial Ombudsman Service, legal representatives, and claims management companies on escalated matters.
• Monitor and report complaint trends, emerging risks, and systemic issues to risk and compliance stakeholders.
• Support audit activity and contribute to improvements in complaint handling systems, controls, and procedures.

• Bachelor's degree in a relevant field or equivalent work experience.
• 2 or more years of complaint handling experience within a regulated financial services environment.
• Working knowledge of FCA rules and guidance, particularly DISP and TCF principles.
• Demonstrated ability to review and interpret regulatory developments and apply them to individual case decisions.
• Strong written communication skills, including the ability to draft clear, accurate final response and decision letters.
• Analytical and investigative capability to assess complex customer circumstances and produce well-reasoned outcomes.
• Proven ability to manage a caseload independently, prioritise competing deadlines, and maintain accuracy under volume.

• Experience handling pensions, annuities, or investment product complaints, including familiarity with redress calculation methodologies.
• Awareness of Data Protection legislation, Consumer Credit Act provisions, and Financial Ombudsman governance frameworks.
• Background in working alongside risk, compliance, or legal teams on systemic complaint reviews or remediation projects.
• Experience producing management information or complaint trend reporting for senior stakeholders.

• DISP acknowledgment and response rate, measuring adherence to FCA complaint timeline requirements.
• Financial Ombudsman uphold rate on cases closed at firm level, reflecting decision consistency and defensibility.
• Redress calculation accuracy rate, tracking errors identified on quality review against total calculations completed.
• Caseload throughput per period, measuring individual capacity against team volume targets.
• Quality assurance score per review cycle, assessed against FCA conduct standards and written communication benchmarks.
• Typical tools: case management workflow systems (commonly complaints platforms and CRM tools); productivity suites (commonly Word and Excel).

• Base Salary Range: $45,000 to $65,000 annually depending on experience and location.
• Bonus: Discretionary performance bonus, typically 5% to 10% of base salary.
• Equity: Not typically offered at this level in financial services complaint handling.
• Health Benefits: Medical, dental, and vision coverage standard; employer contribution varies.
• PTO: 15 to 20 days annually plus federal public holidays.
• Common Perks: Hybrid working arrangements, professional development support, and employer-matched retirement contributions.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment contingent on successful completion of a background check, which may include credit history review given the regulated financial services context of this role. All qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to applicants with disabilities throughout the hiring process. Candidates must hold current authorization to work in the United States.

The Senior Case Handler owns the coordination of multinational insurance programmes from quote through cashflow management, delivering accurate tax calculations, premium allocations, and compliance audits across global underwriting teams. Working closely with Producing Office Underwriters, Credit Control, Global Network Managers, and Servicing Offices worldwide, this role shapes programme quality by mentoring junior colleagues and producing the subject matter expertise that keeps complex, multi-territory programmes compliant and on track.

Key Responsibilities

• Work with Producing Office Underwriters to support the implementation and management of complex Multinational insurance programmes throughout their lifecycle.
• Liaise with Credit Control, Global Network Managers, underwriters, Servicing Offices, brokers and other interested parties to share information and resolve issues.
• Prepare, collate and communicate new and renewal programme information, handle mid-term changes and co-ordinate local underwriting input and policy servicing.
• Provide detailed information to Underwriters on local servicing costs, taxes, tariffs and retentions to enable adequate pricing.
• Produce and issue accurate instructions for Servicing Offices and handle local payments and central collections.
• Check local policy schedules and reinsurance cession slips and produce accurate tax calculations for premium allocations.
• Analyse and monitor programme performance using appropriate systems, ensuring data quality is maintained.
• Work with Client Managers to keep them updated and escalate or resolve issues in a timely manner.
• Generate ideas for continuous improvement of the Multinational lifecycle process and conduct mini audits and peer reviews for compliance.
• Provide subject matter expertise on all aspects of multinational administration to stakeholders.
• Act as buddy, coach and mentor to less experienced colleagues to share knowledge and best practice.

Core Functions

• Experience in servicing Multinational insurance programmes.
• In-depth understanding of the regulatory and legal aspects of territorial insurance covers, policy wordings, credit terms and taxes.
• Understanding of best practice methodologies, compliance processes and credit control functions.
• Ability to implement standards and regulations governing multinational insurance programmes.
• Strong analytical insight with the ability to extrapolate from limited or complex data and produce detailed reports.
• Proficient in MS Office applications including Word, Excel, PowerPoint and Teams.
• Strong verbal and written communication skills with excellent questioning and judgement skills.
• Strong team player with the ability to develop and maintain internal and external relationships across a global business.
• Ability to work under pressure to tight deadlines, multitask and prioritise workload with high accuracy and attention to detail.

Reporting to line management, the Complaint Case Handler investigates and resolves customer complaints across all communication channels, producing professional written decisions while adhering to FCA regulations, the Data Protection Act, and the Consumer Credit Act at all times. Partnering with customers, legal firms, and the Financial Ombudsman Service, this role advances fair outcomes through empathetic portfolio management and a structured approach to identifying emerging complaint trends.

Duties

• Take ownership and carry out full investigation and resolution of complaints through listening, probing and analysing to determine underlying customer needs.
• Minimise repeat correspondence by contacting customers primarily by telephone to provide first contact resolution.
• Proactively manage your own portfolio of customers, keeping them informed throughout the resolution journey.
• Ensure compliance with Data Protection Act, Consumer Credit Act and FCA regulations.
• Maintain all complaint information and correspondence on appropriate databases.
• Support continuous improvement by feeding back trends and identifying emerging risks.

Skills & Qualifications

• Desirable experience in complaints handling, including commercial or B2B complaints in a regulated environment.
• Desirable awareness of DISP, FCA requirements, Data Protection legislation, Consumer Credit Act and Financial Ombudsman governance.
• Very strong written and verbal communication and influencing skills, with ability to explain complex issues clearly and produce professional response letters.
• Strong portfolio management and excellent listening skills with ability to build rapport with customers.
• Ability to manage multiple priorities, handle complaint volumes efficiently and make final decisions on complaint merits.
• Excellent attention to detail with a proactive, flexible and adaptable approach to problem solving.

Sitting at the intersection of financial risk assessment and customer remediation, the Financial Case Handler leads the technical review of complex business banking customer profiles to determine appropriate placement within the recoveries process, producing written correspondence and arranging remediation activity such as interest refunds and credit file updates. Operating across the Business Banking Financial Assistance team and internal Recoveries function, this role shapes regulatory compliance outcomes for a portfolio of customers in financial difficulty.

Accountabilities

• Provide technical subject matter expertise to assess potential and actual risk within customer remediation portfolios to maintain regulatory and policy requirements.
• Review individual customer circumstances to understand default positions and propose next steps via written correspondence.
• Arrange required remediation activity such as interest and charges refunds or updates to credit files.
• Check and prepare cases for transfer to the internal Recoveries team.
• Take responsibility for queries and issues through to resolution and manage expectations of all internal and external customers.

Requirements

• Experience of technical data gathering and case handling is essential; experience within commercial banking recoveries is advantageous.
• Strong oral and written communication skills including ability to write final response letters.
• Strong attention to detail with the ability to get things done and gain commitment from stakeholders.
• Ability to work with key stakeholders and influence others to achieve objectives.
• Proven ability to manage competing priorities and deliver results in a results-oriented environment.

A key member of the complaints function, the Customer Complaints Case Handler builds a full-cycle resolution process for customer complaints by investigating individual cases, applying industry regulation and Capital One policies, and supporting process improvement across the business. Collaborating across internal teams and directly with customers, this role delivers timely, well-reasoned resolutions while managing a concurrent caseload in a high-volume environment.

What You'll Do

• Manage customer complaints from receipt through to resolution.
• Understand industry regulation and how it correlates with Capital One policies.
• Support customers by resolving their concerns as quickly as possible.
• Conduct thorough investigations to understand customer situations and find resolutions.
• Support the business in improving processes.

Position Requirements

• Great communication skills with ability to explain challenging information clearly to customers.
• Passionate about delivering excellent customer service at all times.
• Quick learner able to manage multiple complex issues simultaneously in a fast-paced environment.
• Calm, resilient and able to handle complaints effectively on a daily basis.
• Ability to manage own time and caseload and proactively seek development.

Embedded within the Risk and Compliance function, the Case Handler delivers thorough investigation and written resolution of inbound customer complaints in a regulated financial services environment, producing decision letters and redress calculations that meet FCA and DISP standards. Working closely with legal representatives, the Financial Ombudsman Service, and Senior Managers, this role supports robust systems and controls while keeping abreast of regulatory developments that affect complaint handling outcomes.

Primary Duties

• Receive and respond to inbound complaints from Options UK customers and representatives in a timely and appropriate manner.
• Acknowledge complaints within regulatory deadlines, maintain complete logs of all complaint registers and MI, and conduct thorough investigations by researching databases, files and records to produce detailed reports.
• Write comprehensive decision letters to customers or their representatives and liaise with bodies such as the FOS, legal firms or claims management companies.
• Complete redress calculations, gather required information from third parties and liaise with the firm's legal representatives and insurers.
• Make fair and reasonable judgments on complaint outcomes in line with TCF principles and manage a workload of cases at various stages.
• Assist with information gathering, audit completion, producing management information for Senior Managers and Directors, and recording and monitoring of legal fees.
• Work with the Risk and Compliance team to ensure systems and controls are robust, identify improvements, and provide support for ad hoc compliance projects.
• Maintain working knowledge of relevant FCA rules and guidance, particularly DISP, and keep abreast of regulatory and industry developments.

Qualifications & Experience

• Educated to advanced level; a degree or relevant professional qualification is desirable.
• Previous experience in a complaint handling role is essential; experience in pensions or investments is desirable.
• Knowledge of UK regulation and experience working in financial services in a complaint handling environment.
• Ability to review and interpret regulatory developments and apply procedures, systems and controls.
• Strong analytical, investigation, research and report writing skills with excellent attention to detail.
• Strong communication skills with excellent organisation, influencing and relationship building skills.
• Strong team working ethic with the ability to prioritise workloads and work to tight deadlines.

Accurate, timely remortgage completions depend on the Case Handler, who manages a volume caseload of remortgage files from instruction through registration, ensuring compliance with CLC regulatory requirements, Anti Money Laundering Guidance, Land Registry Rules, and SDLT regulations at every stage. Based within a conveyancing team and advising customers, lawyers, and third parties throughout the transaction, this role leads chargeable fee identification and contributes to continuous process improvement.

Key Deliverables

• Manage a volume caseload of remortgage files with effective task list and pipeline management.
• Comply with completion targets through effective time management and manage incoming calls in accordance with telephone rotas.
• Proactively advise customers on all aspects of the re-mortgage matter and notify management of issues requiring attention.
• Comply with internal and external SLAs, CLC regulatory requirements and Anti Money Laundering Guidance.
• Deal professionally with other lawyers and third parties and ensure high-level communication with all parties at all stages.
• Identify chargeable additional legal fees on all cases and report these to customers within a reasonable time.
• Manage customer expectations and handle complaints to a satisfactory conclusion in line with complaints procedures.
• Suggest ways of automating, streamlining and achieving efficiency savings and attend all required training sessions.

Education & Experience

• Educated to GCSE-Level standard (minimum Grade C in English Language and Mathematics).
• Professional Legal Qualification or working towards one.
• Previous experience processing remortgage files in a volume environment and using case management systems.
• Up-to-date knowledge of Land Registry Rules, Regulations and Forms, and SDLT rules and regulations.
• IT and MS Office skills (Word/Excel).
• Excellent verbal and written communication skills with strong telephone and interpersonal skills.
• Excellent organisational skills with ability to manage own time, meet targets and handle clean cases from cradle to grave.
• Strong problem-solving skills with a can-do attitude.

As the Clinical Case Handler, this role leads the full medical case management process for patients treated or hospitalised abroad, from initial notification through case closure, applying clinical knowledge and NMC or HCPC registration to assess complex conditions and adjust financial reserves. The international medical assistance team relies on this work to ensure that injured or ill travellers receive appropriate care, that global medical providers receive timely instructions, and that written and verbal medical reports meet client requirements.

Role Responsibilities

• Communicate with worldwide medical professionals and obtain medical reports for patients treated or hospitalised.
• Organise referrals and admissions of patients to doctors and medical facilities.
• Manage all aspects of the medical case lifecycle including notification, verification, authorisation, task reassignment and case closure.
• Review medical records to assess case management of complex medical conditions and utilise clinical knowledge to update on conditions and adjust financial reserves.
• React to customer situations and needs with empathy, handling crisis or grief, liaising with relatives and providers and taking ownership of problems.
• Review and develop existing medical processes and procedures in line with client requirements.
• Participate in on-call duties and provide ad hoc up-skill training to non-medical personnel.
• Create and review verbal and written medical reports.

Required Qualifications

• RGN with NMC or HCPC registration required.
• Minimum three years of recent clinical experience.
• Experience in international medical assistance, customer service or call centre environments is advantageous.
• Bilingual is preferable but not essential.
• Excellent English written and verbal communication skills with high levels of accuracy and attention to detail.

Benefit: Pension (after 3 months service), Death in service (4 x salary), Incapacity benefit, Parking on site – first come first serve basis, shower facilities, buying, selling and carrying forward holiday, onsite restaurant, membership to the East Christchurch sports and Social club, lunchtime fitness classes with showering facilities and cycle to work scheme.

Case Handler oversees a portfolio of residential properties and third-party suppliers, managing tenant liaison, maintenance coordination, statutory safety compliance, and rent collection from initial contact through arrears resolution. The work directly supports lender clients by delivering sound recommendations based on third-party reports and maintaining accurate cost records across all managed properties in the Cardiff area.

Job Functions

• Managing a wide range of properties and third-party suppliers.
• Liaise with local agents to arrange property visits, occupancy checks and discuss rental and sales values.
• Liaise with tenants for initial contact, investigate full tenancy details and present information regarding property management.
• Handle maintenance requests from tenants and instruct and manage contractors to ensure timely completion of work.
• Ensure statutory safety checks are completed on all properties and that all costs are accounted for.
• Review third-party reports, collate information and provide sound recommendations to clients.
• Manage rent collection from current tenants and follow the process for any rent arrears.

Professional Experience

• Previous lettings or property experience preferred.
• Experience managing a caseload with good attention to detail.
• IT literate, particularly in Excel.
• Strong verbal and written communication skills with excellent customer service.
• Ability to multitask, prioritise workload to meet deadlines and be punctual.
• Ability to interpret information and use own initiative.
• Candidates should ideally be located within the Cardiff area.

The Graduate Case Handler produces accurate case reviews and administrative support for a major pension provider conducting a Past Business Review of retirement and annuity products, updating customer records and contributing to redress calculations. Working within a specialist review team alongside inbound and outbound customer contact functions, this role advances fair outcomes for customers through precise data management and timely handling of written correspondence.

Day-to-Day Responsibilities

• Provide efficient and timely administrative support for a major pension provider during the review of products they have sold.
• Work with a wide range of systems to manage, update and record key data accurately.
• Assist with customer contact via inbound and outbound calls regarding the annuity sales review.
• Gather information where required and handle inbound written correspondence, performing necessary actions for customer queries.
• Support the updating of customer records, capture of data and information to redress calculations, and other relevant ad hoc tasks.

Background & Experience

• A minimum 2:2 Degree (obtained or predicted).
• Experience working within financial services is beneficial.
• Confident telephone and communication skills (polite, clearly spoken and articulate) with strong literacy skills.
• Strong numerical and decision-making skills with ability to multitask across several systems.
• Able to work autonomously and as part of a wider team, driven and flexible with ability to work to targets.

Embedded within the Customer Experience team, the Customer Case Handler develops timely resolution of electronic orders and customer queries by managing cases through to closure, escalating delivery issues, and supporting customers to self-serve through digital track-and-trace interfaces. Working closely with internal business units, transport companies, suppliers, and the Customer Experience Team Leader, this role advances customer digitalisation by identifying training opportunities and running open order reports that keep customers accurately informed.

Scope of Work

• Manage customer cases in SieSales, ensuring all requests are dealt with in a timely manner through to resolution.
• Escalate orders via the E2E tool to ensure delivery within timescales and liaise with suppliers and customers.
• Support customers to self-serve via track and trace systems and interact with transport companies to resolve delivery issues.
• Identify opportunities and provide training to promote customer digitalisation.
• Liaise with internal business units to resolve customer queries and escalate complaints to the Customer Experience Team Leader.
• Run open order reports to provide customers with delivery information.

Knowledge Skills & Abilities

• SAP experience and case management experience would be advantageous; experience in a similar role is beneficial.
• Must be a team player with the ability to work independently and manage own workload.
• Strong organisational skills and ability to thrive in a busy and varied environment.
• Excellent written and verbal customer service and communication skills at all levels.
• Good attention to detail with ability to develop the role in line with digitalisation.

Reporting to the Customer Experience leadership, the Customer Relations Case Handler refines the resolution of customer complaints received via live chat, email, and phone by investigating inquiries, coordinating with internal departments, and producing written responses within contractual SLA timeframes. Partnering with operations, billing, and account management functions at a hybrid Birmingham office, this role strengthens complaint logging accuracy and ensures escalated queries are resolved before they progress to formal complaints.

Areas of Ownership

• Receive, investigate and respond to all customer inquiries regarding complaints and resolve escalated queries before they become complaints.
• Communicate effectively with internal and external parties using appropriate methods.
• Make changes to orders or information necessary to process or cancel orders as a resolution to complaints.
• Manage own workload to ensure complaints are fully investigated and responded to within SLA.
• Coordinate with other departments to resolve customer problems and maintain documentation on communications regarding complaints, billing and account inquiries.
• Ensure all complaints are logged accurately, acknowledged and written responses completed in accordance with contractual service level agreements.

Minimum Qualifications

• Previous experience in a similar role with experience working to agreed service levels and in a highly confidential environment.
• Excellent letter writing skills including grammar, spelling, punctuation and tone.
• Proven ability to communicate effectively both in writing and verbally.
• Exceptional organisational skills, accuracy and meticulous attention to data input.
• Self-motivated with ability to work autonomously and excellent listening and empathy skills.

Sitting at the intersection of regulated complaint assessment and pensions redress calculation, the Redress (RECAL) Case Handler advances cases through a defined Pensions Transfer Review process flow, calculating COMP-rule compensation using RECAL software and producing written response letters to eligible customers. Operating as part of a quality-controlled review team alongside third-party providers and compliance functions, this role runs to strict production targets and demanding accuracy standards throughout every stage of case eligibility assessment.

Work Activities

• Carry out case reviews, review provider responses and progress cases through an agreed process flow.
• Review data and evidence gathered in line with the scope of customer complaints to assess eligibility.
• Liaise with relevant third parties via phone where required.
• Calculate compensation due to eligible customers using RECAL software in line with process, procedures and COMP rules.
• Produce required response letters and work with a claims management workflow system.
• Ensure data protection remains a focus throughout all case handling activities.

Experience & Qualifications

• Minimum 1 year of RECAL experience or experience with equivalent pensions calculation software.
• Experience dealing with customers in a regulated environment, with pensions experience preferred.
• PC skills in Word and Excel.
• Ability to demonstrate holistic decision making and work with honesty, integrity and trustworthiness.
• Strong literacy, numeracy and communication skills with excellent attention to detail and accuracy.
• Ability to work to demanding deadlines, attain quality and production targets, and work independently and as part of a rapidly changing team.

Efficient processing of collision files and ticket offences depends on the Collisions and Ticket Section Case Handler, who maintains accurate case records and responds to queries from insurers, solicitors, local authorities, and members of the public regarding civil claims and RTA 1988 matters. Serving as the administrative point of contact for officers, Youth Offending Teams, and partner agencies, this role advances force database accuracy and supports the management of conditional cautions through structured research and well-drafted correspondence.

Operational Focus

• Maintain accurate files and deal with queries relating to collisions.
• Handle telephone queries from partner agencies including local authorities, insurance companies and solicitors relating to collisions and civil claims.
• Handle email queries from members of the public relating to their own collisions and civil claims.
• Research and update force databases and monitor systems and their outputs.
• Deal with officers and Youth Offending Teams in relation to the management of conditional cautions.

Technical Qualifications

• Previous experience using MS Office.
• Knowledge of RTA 1988.
• Proven ability to analyse information from multiple sources.
• Ability to draft well-structured letters and reports.
• Good customer care skills.