Nej Senok

Customer Relations Specialist - Fos Complaints @Starling

City of London, GB

I am accountable for providing comprehensive and detailed case files to the Financial Ombudsman Service within important timescales in line with the company’s complaints procedures, taking into account relevant regulation and legislation dictated by the Financial Conduct Authority (FCA). Use of various mediums to investigate and gather information in relation to the specific complaints, including liaising with the original case handler or investigations team member if required. Responding to the FOS requests for additional information, responsible for maintaining a good relationship with the FOS and encouraging positive outcomes for all parties involved in the complaints process. Work with FOS to understand the decisions being made, and feed back to the business on where processes could be improved. Ensure the company’s ethics and right outcomes have been applied during the complaint investigation. Challenge views where I find that Starling has not made an error with the intention of having a fair outcome. Share best practices and my knowledge with my colleagues by hosting case chat clinics, involved in carrying out their training, development and providing on-going support whilst managing outputs are efficient and correct- Widely recognised for the involvement and influence I have on my colleagues within the FOS team at Starling- Actively engage with the wider teams to achieve a good outcome for Customer’s.