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Overall Summary
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join the Close Brothers Asset Finance & Leasing (CBAFL) Team where, reporting to the Head of Operational Governance, you will provide oversight and assurance of the Collections and Recoveries (C&R) function across the CBAFL business units.
Key responsibilities include quality assurance, outcome monitoring (including third-party debt collection activity), and ensuring compliance with regulatory standards and the bank's policies.
The role ensures that the organisation delivers a high quality, consistent and fair customer journey in line with its Principle 6 (Treating Customers Fairly) and Principle 12 (delivery of good outcomes for retail customers) obligations.
Our ideal candidate will have experience running an end-to-end QA monitoring plan, with specific experience of collections functions in a regulated environment. You'll be an excellent communicator with the ability to build effective working relationships, and will be able to prepare and present good quality management information (MI) packs to key stakeholders.
RESPONSIBILITIES:
Quality Assurance:
- Own, design and deliver the QA monitoring plan using judgement to review and amend approach as required
- Continuously develop and maintain C&R quality assurance framework and methodologies to ensure compliance with regulatory compliance, bank standards and good industry practice
- Conduct risk-based sample checking in line with the C&R quality assurance framework (across multiple product offerings and multiple touchpoints)
- Provide timely reporting, evidence, feedback and recommendations to improve collection strategies and address any development gaps
Outcome Monitoring:
- Own, design and deliver the QA monitoring plan using judgement to review and amend approach as required
- Continuously develop and maintain C&R outcome testing framework and methodologies to ensure delivery of good customer outcomes.
- Conduct risk-based sample checking in line with the C&R outcome testing framework to improve customer outcomes. This includes monitoring complaints, call recordings, customer care calls, treatment of vulnerable customers and an overall assessment of the management of customers in financial difficulty
Third Party Debt Collection Activity:
- Conduct quality assurance and outcome monitoring of third-party debt collection activity to identify areas of potential harm and future development
- Monitor the performance of debt collection agencies and internal teams to ensure compliance with regulatory requirements
Reporting and Feedback:
- Collate thematic findings and trend analysis (including the root cause) to continually improve consistency and quality while highlighting key operational and conduct risks. This includes consideration of where there are gaps in knowledge/training or where enhancements might be required to core processes/procedures deployed in the customer journey
- Produce and contribute to monthly reports and provide feedback to senior managers
- Engage proactively and positively with colleagues across the wider CBAFL business – sharing lessons learned and best practices
WE WOULD LOVE TO HEAR FROM YOU IF YOU ARE/HAVE:
- Experience of conducting QA and/or outcome monitoring
- Experienced in dealing with customers in financial difficulty, with a good understanding of regulatory requirements
- Experience of preparing and producing data insights and MI dashboards.
- Excellent interpersonal, presentation and written communication skills; ability to deliver to a wide range of internal audiences.
- Great organisational skills and ability to work within deadlines
- The ability to carry out root cause/risk-based analysis.
- Exceptional problem-solving skills and demonstrated ability to exercise independent and sound judgement.
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:
- Have knowledge of the UK / Ireland asset finance and leasing industry.
- Have previous experience of providing coaching and feedback
We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at
[email protected] or request a call back.
About Us
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers
To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541
To find out more about our benefits:
https://www.closebrothers.com/employee-benefits
To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group
