Mortgage Compliance Officer

Legal & General
Solihull, UK
18 Sep 2019
22 Sep 2019
Contract Type
Full Time
At Legal & General Retail Retirement we want to help people have a more colourful retirement. Under the umbrella of our trusted brand we want to explain to people how their property equity could help support them in their later years. We have set up Legal & General Financial Advice (LGFA) to give people greater access to good quality advice about lifetime mortgages.

The Compliance Officer/Quality & Control Analyst will take responsibility for first line Quality Assurance (QA) and support the Head of First Line Oversight in the implementation and maintenance of the LGFA Risk Management Policy Framework and associated processes and controls. They will deliver control activities required to evidence the delivery of robust customer outcomes and adherence to internal standards across the advisory processes delivered by LGFA.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

Job Duties

Principal accountabilities:

Ensure that the business processes and operating procedures are implemented in accordance to regulatory standards, industry best practice and applicable L&G Group standards.

Monitor LGFA's compliance with the relevant advice and associated policies designed to ensure that LGFA identifies and manages risks appropriately (including T&C arrangements, financial, vulnerable customers, advice standards)

Provide updates to the Head of First Line Oversight Manager regarding trends and recommending improvements to processes and controls to address any issues.

Provide Quality Assurance of first line functions to ensure adherence to all relevant policies and procedures.

Deliver monitoring activity to ensure advice output is consistent with LGFA advice best practice and compliant with all applicable regulation and industry best practice.

Provide verbal and written feedback to colleagues delivering advice on adherence to advice standards and customer outcomes

Act as a technical SME and point of contact to support the resolution of advice related issues. Work with the 2nd Line Risk Team as required responding to queries from the regulator, assisting in the resolution of complex advice issues or complaints and assessing the impact of regulatory changes. Act as an SME and work with the Sales Complaints Team to support them in the fair and compliant resolution of complex sales complaints as required.

Treating Customers Fairly (TCF) - Identify risks and issues to the fair treatment of customers on an individual case basis and support the Head of First Line Oversight to identify and respond swiftly to any potential issues of a wider nature. Act as a role model and customer champion for LGFA to ensure we deliver a great customer experience and robust advice outcomes demonstrates effective management of Conduct Risk.

Skills Required

Wide experience of quality assurance and control activities designed to identify risks and evidence the delivery of strong customer outcomes.

Wide experience interpreting and applying regulatory rules to data to assess complaint and fair outcomes.

Wide experience of providing effective feedback to colleagues and stakeholders to ensure the delivery of good customer outcomes. Experience of delivering trend analysis and process improvement would be an advantage

Good verbal and written communication skills are required to ensure that the outcomes of assurance activities are documented effectively and appropriate corrective action can be taken.

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