Quality Assurance Officer – Collections and Recoveries

Merje Limited Manchester Office
12 Mar 2019
31 Mar 2019
Contract Type
Full Time
Our client is a specialist UK savings and lending bank founded in 2011 to serve the needs of SMEs and individuals in the UK with a range of lending and saving products.

Job Responsibilities

* Responsible for completing monthly Quality Assurance (QA) activities – focusing on identifying failures in Controls, Oversight, Reporting, Regulatory process requirements & unfair customer outcomes.

* Provide support to the Risk & Quality Assurance Manager and the management team to ensure that the actions undertaken by the in-house operations teams and our external business partners (third party service providers) are in line with our policies and procedures. This covers the Arrears management across the following business units; Commercial Property, Residential Mortgages, Unsecured Consumer Lending and Business Finance.

* Focused End-To-End care reviews to ensure actions taken have achieved a fair customer outcome in line with MCOB & CONC where applicable.

* To carry out the relevant checks on actions taken which are both automated and manual, highlighting any issues to the Risk & Quality Assurance Manager and in turn feedback findings directly to the relevant operations team or external business partner

* Escalate any findings which may warrant a risk event to be raised via Metric Stream to Risk & QA Manager

* Track, report and present on findings and risks identified from all QA activities carried out.

* To prepare appropriate analysis and provide recommendations for improvements to processes, systems, procedures and controls.

* To be flexible with responsibilities and have a positive attitude towards any changes to role, company/departmental objectives, priorities and targets

* Requires traveling between Brentwood & Redhill to outsourced provider, other third parties and different Shawbrook offices when required to test and review their control framework as well as completing specific controls testing.

Experience Required

* Minimum 1-2 years Quality Assurance / Operational Risk experience

* Minimum 3 years banking industry experience

* Experience of working to tight deadlines

* Experience/knowledge of TCF, FCA, CCA, MCOB & CONC.

* Experience of working in a team

* A good understanding of commercial, second charge residential mortgages, unsecured consumer loans and Business Finance

* A good knowledge of Collections & Recoveries processes & procedures

Technical/Specialist Knowledge & Skills


Computer Literate (good knowledge of MS Office suite – Excel, Word, Power-Point)

Record/File Management

Arrears Procedures

Industry Awareness – regulations (TCF, money laundering, FCA etc.)

Mortgage/Lending Principles & Practice

Company Compliance


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

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