Core Purpose of the Role

To investigate, assess, reach a conclusion, perform accurate calculations and provide a high standard of customer service on individual cases in line with relevant product, procedural and regulatory requirements, reviewing the suitability of advice given to customers sold regulated investment and protection products. This role is to conclude sales made met the required standards in terms of record keeping and suitability of advice, working within a team of case handlers operating in an end to end remediation project.

Accountabilities

• Conduct a thorough investigation of a case, liaising with the customer and other parties as appropriate
• Liaise with the customer and other parties as appropriate via various media (e.g. written, telephone), ensuring a complete record of all information gathered or given is maintained
• Weigh up all relevant evidence in line with current guidance and procedures
• Produce a reasoned report detailing your investigations and conclusions in line with authorisation levels achieved using relevant software to provide a full audit trail for the client and the industry regulator
• Acquire information as necessary to perform accurate redress calculations
• Perform accurate redress calculations using the relevant support tools in line with client and regulatory guidelines
• Identify and report issues of a potential fraudulent money laundering nature
• Identify systemic issues and trends in the adviser network and make recommendations for resolution
• Take ownership for actively striving to improve the process
• Be responsible for self-development, ensuring project-level changes that have been communicated and understood and being actioned as requested
• Maintain personal compliance of operational and regulatory risk
• Ensure all legislative regulatory requirements are adhered to through compliance with the complaints handling policy, training, competency scheme and business standards
• Ensure quality is embedded within the work and decisions are in line with the policy
• Ensure timesheet system is kept accurate and up to date

Basic Qualifications

Key Capabilities/Knowledge

• An understanding of FCA rules and compliance requirements with a minimum of 2 years’ experience working in a FCA regulated environment
• Good planning and organisational skills and a proven ability to communicate effectively
• Ability to make considered decisions referring to point of sale documentation
• Strong problem solving skills, ability to identify. Investigate and escalate solutions
• Highly self-motivated and results orientated, maintaining focus on quality
• Has detailed knowledge and experience of financial services product and sales procedures within own area and an understanding of the complaint handling regulations
• Ability to adapt to and manage change within a fast paced environment

About Accenture

Accenture is a global management consulting, technology services and outsourcing company, with more than 305,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com.

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

Closing date 1st March 2016. Accenture reserves the right to close the role prior to this date if a suitable candidate is found.

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Source:http://www.jobsite.co.uk/job/senior-case-handler-954813889?src=search&tmpl=dis&sctr=FI&position=10&page=1&engine=db&search_referer=internal