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PPI/Quality Support Complaints Adjudicator


  • Dublin
  • Negotiable
  • Permanent full-time
  • Updated 11/12/2017
  • HR1
this job is expired
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Successful applicants will be required to work within the complaints handling team and provide support to the Quality Support Department.



  • investigate, adjudicate, manage and respond to, complaints received in relation to financial products and services, giving priority to those complaints received from claims companies and legal practitioners acting on behalf of customers;
  • act as a key point of contact in relation to complaints queries, including the co-ordination of input received from internal Legal and Compliance departments.
  • assist Quality Support and the Payment Protection Insurance department in the investigation of Ombudsman complaints;
  • manage the co-ordination of internal and external partners, where appropriate and as requested, in resolving, or responding to, complaints;
  • use the information gathered from the management of complaints to identify potential weaknesses in processes, policy wording or sales and fulfillment fields;
  • escalate the issues identified as a result of the review described at (e) to General Insurance management, where appropriate;
  • assist the Quality Support team with other projects/work as required – e.g. Third Party Quality Assurance, Fact-Find Quality Assurance/Risk Management;
  • provide any other services ancillary to the above in accordance with reasonable requirements from time to time.
  • make contact with the complainant, no later than 24 hours following the initial complaint, as required;
  • acknowledge the complaint in writing to the complainant or their representative within 24 hours;
  • investigate all complaints thoroughly and to the reasonable satisfaction of the relevant team manager;
  • maintain a detailed record of all aspects of the complaint, including a record of all follow-up correspondence with the complainant or their representative and actions performed by the relevant Service Personnel assigned to the file;
  • ensure all responses are framed in accordance with protocols and made in accordance with timelines set out in the Complaints Management Policy and the Consumer Protection Code 2012 (the "CPC");
  • ensure all actions taken to resolve complaints are in accordance with the TCF and the CPC; and
  • respond to and at all times deal with the complainant in a courteous and professional manner


This role requires experienced banking staff with particular experience in the area of Deposit & Current accounts.

  • Minimum of APA qualified, QFA preferable.
  • APA in Personal Lines Insurance.
  • Must have completed the following modules; Savings Investment, Life & Regulation.
Personal Attributes
  • Ability to work on his/her own initiative to the appropriate team manager's satisfaction.
  • Written skills of a very high standard, including the ability to present findings in coherent, logical manner, and;
  • A good working and/or functioning knowledge of complaints IT systems.

Ref: PPI/Quality Support Complaints Adjudicator
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