Customer Outcomes and Advice Quality Assessor

🔥 2 minutes ago

🇬🇧 United Kingdom – Remote

💵 £35k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

👻 Ghost score 0%

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RVU

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛡️ Insurance

📦 Logistics

💼 Consulting

Insurance • Logistics • Consulting

RVU is a company that empowers consumers in the UK to make informed financial decisions by providing a comparison platform for various services such as insurance, broadband, mobile, and energy. Through its brands like Uswitch and Confused. com, RVU enables customers to find the best deals based not only on financial savings but also on customer service and environmental considerations. The company operates within the home services and financial services sectors, aiming to enhance customer experiences and drive better outcomes in everyday financial transactions.

📋 Description

• Assess mortgage advice against internal standards, the FCA Consumer Duty and the Conduct Rules, meeting T&C Scheme sampling requirements. • Listen to calls as part of every assessment. • Complete agreed monthly volumes to quality and turnaround standards set by the Operational Compliance Manager. • Flag risks early. • Record outcomes with specific, evidence-based feedback that Mortgage Experts and Sales Managers can act on. • Apply scoring criteria consistently and explain reasoning in calibration and appeals. • Escalate compliance risks promptly, identify root causes, and highlight routine checks that could be automated. • Review Smartsearch referrals, determine additional verification checks, and escalate PEP or sanctions list matches to Risk & Compliance.

🎯 Requirements

• CeMAP 1, 2 & 3 or equivalent. • Hold, or be able to obtain, the competence status needed to assess advice and sign off assessments under our T&C Scheme. • Minimum of 2 years’ experience as a QA assessor in financial services, ideally in mortgage advice, with a track record of meeting volume and quality expectations. • Sound knowledge of FCA mortgage advice requirements, with the confidence to explain and defend scoring decisions on complex cases. • Exceptional attention to detail and accuracy under pressure. • Experience of, or appetite to learn, AI and automated tools, with the judgement to test their outputs. • Comfortable with change. • Intermediate proficiency in Google Sheets, Docs and Slides.

🏖️ Benefits

• Remote working • Basic Salary of £35,000 • Work from anywhere in the world for up to 22 days per year • 25 days holiday plus bank holidays (up to 28 days with length of service) • Pension via Aviva (Pension match up to 5%) • Sick pay and sick pay insurance • Wellness programme from Able Futures • Critical Illness cover & Subsidised private medical insurance • Death in service Policy • Enhanced Maternity, primary adoption & Enhanced paternity & secondary adoption pay • Compassionate leave • Long service awards up to £5000

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