Client Disputes Associate

About the role

The UK Client Disputes team is a newly established team within our Customer Experience function, dedicated to handling client disputes for UK customers. The team is focused on investigating disputes for clients as fast as possible, resolving under FCA DISP/SRC requirements, and escalating complex or regulatory cases where needed. We work cross-functionally with Compliance, Operations, Product and Technology to drive the right client outcomes. Your Role within the Team We are looking for a Client Disputes Associate to join the founding team. You will own frontline dispute resolution for UK clients - investigating thoroughly, communicating clearly, and resolving complaints under the Summary Resolution Communication (SRC) process in line with FCA DISP requirements. Cases that cannot be resolved within the SRC window are escalated to the specialist complaints function. This is a hands-on role that requires precision, ownership, and the ability to handle complex or sensitive cases with professionalism.

Responsibilities

• Own client disputes from initial contact through to SRC resolution or timely escalation
• Investigate disputes across trading, platform, payments, onboarding and servicing journeys
• Assess complaint validity and determine outcomes aligned to FCA DISP requirements and SRC eligibility criteria
• Communicate clearly with clients across phone, email and digital channels
• Escalate high-risk, vulnerable client or regulatory cases appropriately to the complaints function
• Identify recurring dispute themes and contribute to root-cause analysis
• Maintain accurate case records and documentation within internal systems
• Work closely with Compliance, Operations, Product, Marketing and Technology teams to resolve issues efficiently

Requirements

• Experience in frontline dispute resolution or complaints handling within financial services, fintech or banking
• Working knowledge of FCA DISP requirements, specifically SRC eligibility criteria under DISP 1.5
• Strong written and verbal communication - able to explain complex issues clearly and fairly
• Sharp investigative skills and high attention to detail
• Comfortable managing difficult or sensitive client conversations
• Organised and disciplined - able to manage a caseload at pace without compromising on detail
• Experience with CRMs or case management platforms
• Why Join Us
• Build something from the ground up - this is a new team with real influence over how it operates
• Work within a FTSE 100 fintech at a critical point in its CX transformation
• Exposure to AI-enabled and digital-first servicing models
• Collaborative, high-performance culture with genuine development opportunities
• Competitive salary and benefits
• Our Values
• We value accountability, transparency, and a genuine focus on client outcomes. We want people who take ownership, communicate clearly, and care about getting it right.
• Number of openings
• 1

Additional Information

Job Title Client Disputes Associate Job Description Minimum compensation: starting from 12 000 PLN. The final offer will be determined based on the candidate's experience and competencies. Client Disputes Associate - UK Customer Experience Location: Krakow / Hybrid Department: Customer Experience Reports to: UK Disputes Team Lead About IG IG Group is a FTSE 100 global fintech, operating across 18 countries and serving over 350,000 active clients. We provide leveraged and non-leveraged trading across a broad range of asset classes, as well as share dealing and investment products through our retail brands. We are in the middle of a significant transformation - building a digital-first, AI-enabled Customer Experience function that delivers exceptional client outcomes while meeting the highest regulatory standards. As part of that, we are building a dedicated UK Client Disputes team from the ground up.

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Company Intel

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