QA Officer, Collections and Recoveries

Job Description

The OpportunityShawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complexproblems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.Join Shawbrook because you:

• Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
• Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.
• Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
• Care about sustainability We want to be better for our people, environment, and society.
• Bring passion and enjoyment to your work. Youll work hard but youll have fun too.

The Role & Responsibilities

• To provide support to the Senior Risk & Quality Assurance Manager with completing the Quality Assurance activities across C&R, ensuring that fair and appropriate customer outcomes are being delivered
• Ensuring that Collections & Recoveries including third-party service providers are delivering services in line with Shawbrook policy and procedures
• Responsible for reviewing the front-line activity through direct review/oversight of inbound and outbound calls, back-office activities, third party service providers performance and end to end customer case reviews
• In line with our agreed QA/QC activities, assess the performance and adherence against the banks policy & process requirements
• Identify training and coaching needs for colleagues by end-to-end reviews, impartial sampling of customer contact or specific process testing. Ensuring the customers have received a fair outcome in line with applicable regulations
• Ensure all mandatory training and reading completed on time
• To promote best practice and enhancement of the customer journey by continuous improvement analysis and recommendations to improve quality and customer journey
• To liaise with divisional Risk Champions to escalate any potential risk events identified
• Maintain and produce Management Information showing data, trends, and insight with commentary for each division
• Build excellent working relationships with stakeholders, colleagues, and third-party service providers either by phone, correspondence and/or one-on-one or skype meetings
• Remain flexible with responsibilities and have a positive attitude towards any changes to the role, company/departmental objectives, priorities, and targets

The Person

• Good computer skills including proficiency in Microsoft applications
• Candidates will have a good educational background with proficiency demonstrable in Maths and English
• Will have experience of working as a team within an office or large-scale operation
• Minimum 1-2 years Quality Assurance experience
• Minimum 3 years banking industry experience, preferably in Collections
• Experience/knowledge of TCF, CCA, MCOB, & CONC
• 3 years bank industry experience
• Computer literate (good knowledge of MS Office suite - Excel, Word, Power-Point)
• Industry Awareness (TCF, Money Laundering, FCA)
• Ability to understand and fully comply with documented processes and procedures.
• Excellent Customer Service and analytical skills, including verbal and written communication
• Arrears procedures
• Adaptable & Flexible
• Excellent verbal and written communication skills
• Ability to work as part of a team
• Excellent planning and organisational skills
• Enthusiastic "can do" attitude
• Able to work under pressure and to tight deadlines
• Accuracy & Attention to detail
• Professional, well presented
• Establishes effective working relationships at all levels
• Customer Focused approach