Specialist | Financial Customer service Agent | Banking

Specialist | Financial Customer service Agent | Banking

Role: Complex Error Specialist
Location: Multiple locations available | Limerick, Cork, Dublin, Kildare
Working Model: Hybrid | 3 days in office

Team Overview

The Customer Care and Outcomes team is responsible for managing customer complaints across multiple business areas, including cases escalated to the Financial Services and Pensions Ombudsman. The team's objective is to ensure customers receive an independent, fair, and consistent resolution to their concerns.

The function focuses on delivering fair customer outcomes while meeting regulatory obligations under the Consumer Protection Code and the Consumer Protection Risk Assessment (CPRA).

In addition, the team conducts root cause analysis to identify trends and systemic issues arising from complaints, working closely with internal stakeholders to address issues and prevent future recurrence.

Duties and Responsibilities

The role involves managing and resolving complex customer complaints from initial assessment through to final written response. Responsibilities include:

• Managing mortgage and non-mortgage customer complaints in line with internal complaints procedures and regulatory requirements

• Conducting detailed investigations and producing high-quality, customer-focused responses

• Applying sound judgement and technical expertise, alongside relevant legislation, regulation, and organisational policy, when resolving complaints

• Drafting clear and comprehensive written responses to customers

• Maintaining accurate, secure, and well-organised case files to support timely follow-up and audit requirements

• Supporting the Team Leader or Manager with ad hoc tasks, reporting, and management information as required

• Ensuring fair customer outcomes while consistently meeting regulatory and compliance obligations

Qualifications and Experience

Essential - without these your will not be eligable for the role

• Minimum APA qualification (Loans and Regulation) or actively working towards full QFA qualification

• Excellent attention to detail and strong written communication skills

• Ability to combine technical and regulatory knowledge with an empathetic and customer-oriented approach

Desirable

• Previous experience managing complex complaints and producing formal customer correspondence

• Strong customer focus with proven experience handling customer issues or complaints

• Experience working within a regulated financial services or similar environment.

Why Choose Staffline? At Staffline, we comprehend the challenges of the job search journey and are equipped with the requisite tools and resources to facilitate your success. As a reputable recruitment agency, we offer a diverse range of permanent and temporary employment solutions across various industry sectors in both Northern Ireland and the Republic of Ireland.

To seize this promising opportunity, kindly reach out to Georgina Roome at our Swords branch directly via email at [email protected] or proceed by clicking the apply button with your up to date 2026 CV!