Client Disputes Associate

Location: London / Hybrid

MERJE is delighted to be supporting a FTSE 100 global fintech operating across multiple countries, serving over 350,000 active clients. Our client offer leveraged and non-leveraged trading across a wide range of asset classes, alongside share dealing and investment products via their retail brands. Currently, the business are undergoing a significant transformation, developing a digital-first, AI-enabled Customer Experience function that delivers outstanding client outcomes while adhering to the highest regulatory standards. As part of this evolution, they are establishing a global complaints capability to manage client disputes end to end across all markets.

About the Team

The Client Disputes team forms part of the Customer Experience function and is responsible for managing complaint handling from start to finish for clients worldwide. The team investigate and resolve complaints promptly and fairly, from day-three Summary Resolution Communications (SRCs) to full Final Response Letters (FRLs), in accordance with FCA DISP and relevant local regulations. They collaborate closely with Compliance, Operations, Product, and Technology teams to ensure the best possible client outcomes.

Your Role within the Team

We are seeking Client Disputes Associates to expand our team. You will manage complaints end to end for clients across global markets—conducting thorough investigations, communicating clearly, and resolving cases via the SRC process or by issuing a full Final Response Letter (FRL) within DISP timeframes. The most complex, high-risk, or contentious cases will be escalated to Senior Specialists. This is a hands-on role requiring accuracy, accountability, and the ability to handle sensitive matters with professionalism and discretion.

Key Responsibilities

• Manage client complaints from initial contact through to resolution via Summary Resolution Communication or a full Final Response Letter
• Investigate complaints relating to trading, platform functionality, payments, onboarding, and servicing journeys
• Evaluate complaint validity and determine fair outcomes in line with FCA DISP, including SRC eligibility and final response requirements
• Handle complaints from clients across international markets, applying local regulations where applicable
• Communicate clearly and professionally with clients via phone, email, and digital channels
• Escalate high-risk, vulnerable client, or complex regulatory cases to Senior Specialists
• Identify recurring issues and contribute to root cause analysis
• Maintain detailed and accurate case records within internal systems
• Collaborate effectively with Compliance, Operations, Product, and Technology teams to resolve issues efficiently
• Demonstrate experience in complaints handling or dispute resolution within financial services, fintech, or banking sectors
• Possess working knowledge of FCA DISP, including SRC eligibility under DISP 1.5A and final response standards
• Exhibit strong written and verbal communication skills, able to explain complex issues clearly and fairly
• Apply sharp investigative skills with high attention to detail
• Manage difficult or sensitive client conversations with confidence and empathy
• Stay organised and disciplined, managing a caseload efficiently without compromising quality
• Experience using CRM or case management platforms
• Exposure to handling complaints across multiple jurisdictions is advantageous
• Contribute to building a global complaints capability with meaningful influence on its operations
• Join a FTSE 100 fintech at a pivotal stage in its Customer Experience transformation
• Gain exposure to AI-enabled and digital-first servicing models
• Thrive within a collaborative, high-performance culture offering genuine development opportunities
• Receive a competitive salary and benefits package

We seek candidates who are proactive, detail-oriented, and committed to delivering fair and timely resolutions. The ideal candidate will possess strong investigative skills, excellent communication abilities, and a thorough understanding of regulatory complaint handling frameworks.

Applicants must be based in the UK and eligible to work without sponsorship.

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