Job Description - Quality Control Analyst - Mortgages (20000091)Job Description Quality Control Analyst - Mortgages - (20000091)Description Heard of us?
We're an award-winning
bank; backing people to fulfil life's hopes and dreams.
Now is your chance...
To support and work in the
rapidly growing Operations team, as part of the collections and customer
support team, who are responsible for managing the day-to-day mortgage customer
forbearance and arrears accounts.
This role is to assist
and support the Operations team in building and maintaining a robust 1st
line QC Framework, undertaking quality control and analysis to support
development of stringent processes and guidance for front line staff in the
management of forbearance, early arrears and complex arrears cases for the
Helping to develop
technical training that meets company policies and industry regulations.
This individual will be
responsible for aligning the 1st line approach with 2nd
line guidance, ensuring strong
partnerships are formed with controls, compliance and risk to build an
operational environment that is secure, identifies issues and realises
improvements for best possible customer outcomes.
What would your day look like?
To carry out daily, monthly and quarterly
audits and testing across collections operations, to include review of
application of policy, adherence to process and fair customer outcome. Prepare detailed written reports and
recommendations on the results of testing, to include trend analysis and root
cause identification, demonstrating a robust first line of defence Maintain accurate results of testing by
individual to support 1-2-1 conversations and performance managementDevelop and embed a risk-based sampling
methodology in accordance with the QC Framework, the compliments second line
review and oversightBuild and deliver any training or
upskilling to collections advisors where there is a decline in testing
results to support improved and consistent results, and demonstrate fair
customer outcomesSupport collections advisors in being
mandated, working closely with second line to agree mandated training and assessment.Review and update operational SOPs to
ensure adherence to FCA and other regulatory requirements.Identifying opportunities for continuous
improvement to ensure best practice is maintained Assess Quality Control results in order to
determine whether any issues identified are individual or systematic in
nature and develop and carry out corrective action plans as necessary,
including change to process or support training.Record and update relevant detail of QC
testing, ensuring checks are completed and reported in a timely manner to
second line, and allowing for review to support the development of bank
policies and guidance.Support the Operations Manager in developing
a high performing team culture through regular effective communication,
coaching and team building
What do we expect of you?Sound knowledge of mortgage collections and arrears managementExperience of managing and working with
vulnerable customers Experience conducting Quality Assurance
ReviewsConfident and experienced in all areas of financial
servicesKnowledge of relevant banking regulation and
legislationExcellent influencing and challenging skillsAnalytical and attention to detailDemonstrate ethical behaviours and a team
What can you expect of us?
and flexible culture, synonymous with our proposition to our Customers.A smart yet
comfortable working environment, well located for the daily commute and those
lunchtime errands.A growing
organisation that defines itself as being nimble, lean and strong.A drive for
continuous improvement, for which you will be empowered to get behind from day
one. A visible
and approachable ExCo; who you will very likely to bump into whilst making your
And of course you will
be compensated competitively, with a good range of core benefits and bonus
A lot can happen in a year!
In 2019 Aldermore Group was formed; bringing together two very
successful businesses, Aldermore Bank and MotoNovo Finance, under the First
Rand umbrella. Whilst our parent company operates internationally from their HQ
in South Africa, we are a UK-based financial services specialist that supports our
customers across a range of products and services, with hubs throughout the UK,
including London, Reading, Manchester and Cardiff.
We also celebrated our 10th Birthday and fundamentally 10
years of helping those with ideas; by saying yes to our customers. We've propelled entrepreneurs on their journeys;
we've given first-timers a leg-up onto the property ladder; and we've opened up
the lending market to many.
As for what the next 12 months has to offer; we
are embarking upon the delivery of our Purpose; a Purpose that underpins our
next 3 to 5 years as a growing business. Join us today and we will make the
same Promises to you as an employee, as we do to each of our Customers.
We do not accept
speculative agency CVs. Any CV received by Aldermore will be treated as a gift
and not eligible for an agency fee. PSL agencies should only send CVs if
authorised to do so by HR.
Where a DBS check
or CIFAS check is identified as necessary, all application forms, job adverts
and recruitment briefs will contain a statement that an application for a DBS
certificate or a CIFAS check will be submitted in the event of the individual
being offered the position.
Aldermore is an
equal opportunities employer.
Primary Location: GB-GB-ManchesterWork Locations: Manchester 4th Floor 40 Spring Gardens Manchester M2 1ENJob: Aldermore Default Job FamilyOrganization: Aldermore BUSchedule: RegularShift: StandardJob Type: Full-time Day JobJob Posting: Sep 7, 2020, 2:08:38 PM