Complaints Handler

Job description

The opportunity: We have an opportunity for a talented Complaints Handler to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. We pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers. You will play an important role where you will be responsible for the reporting, investigation and resolution of complaints (with varying degrees of complexity) across our Savings, Retail Finance and Property divisions. You will be a true subject matter expert in complaints handling, advising the business on the appropriate approach to dealing with customer complaints, balancing the needs of the business with customers interests and ensuring that they are being treated fairly in line with Consumer Duty principles and that positive outcomes are reached. The complaints landscape within our business divisions is extremely varied, dealing with a multitude of customers and different products, where you could be dealing with complaints in relation to product features, through to decisioning with our mortgage products – which is why we are looking for an expert to jo...