FSPO Complaints Handler

Interactive Brokers Ireland Limited ("IBIE") is looking for an experienced complaints handler who specialises in managing complaints referred to the Financial Services and Pensions Ombudsman ("FSPO").

The successful candidate will handle formal/informal mediation as part of the FSPO's Dispute Resolution Process. Where a complaint is not resolved within the Dispute Resolution process, the successful candidate will continue to manage complaints through the FSPO's Formal Investigation and Adjudication processes.

We require an individual with this experience to execute these investigations in a fair, professional manner that is in compliance with regulatory requirements and our internal policies.

The successful candidate will join our Global Complaints team as our FSPO Handler and be responsible for all aspects of investigating, managing and preparing written submissions and responses for FSPO complaints. This person will work closely with the Global Complaints team, the European and US legal teams, and relevant stakeholders across the IB business. 

Key Responsibilities:

Professionally represent Interactive Brokers in verbal and written communications with the FSPO and/or our clients by accurately and effectively communicating Interactive Brokers' position. Prioritizing workload to adhere to strict FSPO deadlines in conjunction with the complaints policies and legal requirements. Proactively engaging with different departments within IBIE to thoroughly investigate complaints, identify root causes of any issues, and implement appropriate resolutions where necessary. In particular, the successful candidate will work closely with Senior Management, Legal Department, Programming, Operations and Compliance. Being a client advocate, fulfilling a level of satisfaction with client service received Supporting a strong team culture that aligns with our core values. Delivering high-quality work with great attention to detail. The candidate must be willing to assist in resolving complaints not referred to the FSPO when necessary.

Qualifications & Experience:

Bachelor's degree in Law (preferred), Finance, Compliance or another related field Licentiate or Fellow of the Association of Compliance Officers in Ireland, Solicitor Member of the Law Society of Ireland or Barrister-at-Law called to the bar of Ireland. Competency Code (MCC) qualifications required Up-to-date CPD and at least 3 years of relevant complaints handling experience The candidate should have experience handling complex financial services complaints, ideally with trading knowledge and an understanding of financial instruments such as futures, options, CFDs and equities markets (not entirely necessary) 3-5 years experience is required, with experience handling complex complaints and building and maintaining relationships with internal and external stakeholders and business partners. Strong written and oral communication skills with proven ability to present accurate, clear and concise communication for internal and external audiences. Ability to evaluate and advise on case resolution strategies, ensuring fair treatment of customers and compliance with all regulatory requirements. Strong team player and ability to provide guidance and mentoring to other team members in our various entities QFA qualified or working towards the completion of the qualification. Excellent client service

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