FSPO Complaint Handler - Formal Investigation Team, Dublin/Limerick

Date: 04-Aug-2022

Location: Dublin/Limerick, IE

Company: Allied Irish Bank

Role: FSPO Complaint Handler

Location: Hybrid working. Base location Dublin/Limerick with blend of remote working.


This role is being offered on a permanent basis.


  • Do you have an interest in complaints and resolving issues when things go wrong for customers?
  • Do you have an inquisitive mind and a great attention to detail?


Summary of role

When things do go wrong for our customers, they often let us know by way of complaint. This allows the Bank to complete an investigation into the matters raised and endeavour to resolve the complaint for our customer. In cases where the complaint has not been resolved to the customer’s satisfaction, they have the right to refer their complaint to the Financial Services and Pensions Ombudsman (FSPO). The first stage in this FSPO process is to engage in either informal/formal mediation in a process known as the Dispute Resolution process. In instances where the complaint is not resolved within this Dispute Resolution process, the complaint will escalate to Formal Investigation.


The successful candidate will be joining the Bank’s FSPO team and responsible for the investigation of complaints and drafting responses to same.


We’re looking for someone who can:

  • Can deliver high quality work with a great attention to detail.
  • Prioritise workload in order to adhere to strict FSPO deadlines.
  • Proactively engage with different departments within the Bank.
  • Be a customer advocate, keeping the customer at the heart of everything that we do.
  • Support a strong team culture which aligns to the AIB Values & Behaviours.


Who are we?

We’re AIB. A strong Irish bank packed with purpose - to back our customers to achieve their dreams and ambitions. That goes for our employees too – everything starts with you. We’re made of small teams where you have the chance to shine, so whoever you are, whatever you dream of, we back you.


Why join us?

We are excited about how we have changed our focus. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. We are building a culture that breaks the conventions of what our customer and employees expect of a bank.


In AIB, we are currently transitioning to our Hybrid Model and teams who have been working remotely are now returning to the office 2 days per week.  We intend to progress our fuller hybrid working plans in the coming months, where onsite days are focused on purposeful attendance, prioritising time to collaborate, connecting with our teams and wider colleagues.


Does this sound like something that you want to be part of?


You will need to show us that you can:

  • Be a customer advocate.
  • Plan and prioritise your workload to meet strict timeframes.
  • Be confident in engaging with stakeholders from across the business.
  • Work on your own initiative with an ability to get to the heart of the complaint issue.


If you feel you have what it takes, click apply and fill in the online application form. If you would like more information, the Talent Acquisition Team can help. You can contact them on careers@aib.ie.


By when?  Closing date is Friday 19 August 202

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