Customer Outcomes and Advice Quality Assessor

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Evaluate mortgage advice to ensure compliance with internal standards, the FCA Consumer Duty, and the Conduct Rules, fulfilling T&C Scheme sampling criteria.

• Review calls as part of each evaluation.

• Achieve the agreed monthly volume targets while adhering to quality and turnaround expectations set by the Operational Compliance Manager.

• Identify risks proactively.

• Document results with specific, evidence-based feedback that Mortgage Experts and Sales Managers can utilize.

• Consistently apply scoring criteria and articulate reasoning during calibration and appeals.

• Promptly escalate compliance risks, identify root causes, and suggest routine checks that may be automated.

• Assess Smartsearch referrals, determine necessary additional verification checks, and escalate matches with PEP or sanctions lists to Risk & Compliance.

⛳️ Requirements

• CeMAP 1, 2 & 3 or an equivalent qualification.

• Possess, or be capable of obtaining, the competence status required to evaluate advice and approve assessments under our T&C Scheme.

• A minimum of 2 years’ experience as a QA assessor in financial services, preferably in mortgage advice, with a proven track record of meeting both volume and quality targets.

• Strong understanding of FCA mortgage advice regulations, with the ability to articulate and justify scoring decisions on complex cases.

• Outstanding attention to detail and accuracy, even under pressure.

• Experience with, or a desire to learn about, AI and automated tools, along with the discernment to evaluate their outputs.

• Adaptable to change.

• Intermediate skills in Google Sheets, Docs, and Slides.

🏝️ Benefits

• Remote working.

• Base Salary of £35,000.

• Opportunity to work from any location in the world for up to 22 days annually.

• 25 days of holiday plus bank holidays (up to 28 days with extended service).

• Pension plan through Aviva (Pension matching up to 5%).

• Sick pay and sick pay insurance.

• Wellness program provided by Able Futures.

• Critical Illness coverage & subsidized private medical insurance.

• Death in service policy.

• Enhanced maternity, primary adoption, enhanced paternity, and secondary adoption pay.

• Compassionate leave.

• Long service awards up to £5000.