Our client is a leading buyer of consumer receivables. The company is experiencing a period of significant growth and is well positioned (both operationally and financially) to acquire substantial product in the coming years. The Conduct Risk Associate will form part of the 1st Line Assurance Team (Conduct) within Partner Collections. The 1st Line Assurance Team ensures confidence that our third party Servicers operate in a compliant manner, in line with policy and procedure which underpin our commitment to a fair treatment of customers in the collections process. It also ensures that creditor audits of the company are managed effectively. The Conduct Risk Associate will develop and deliver conduct reviews on servicers and support creditor requests in order to provide and evidence the highest level of assurance for the company creditor partners.

POSITION PURPOSE

To act as support for the 1st Line Assurance programme:

Play a leading role in the 1st Line Assurance programme.

Undertake monthly testing and scoring of pre-selected samples of customer calls, customer journey reviews, vulnerable customers and complaints managed by the company panel of external servicers.

Manage the monthly servicer review calendar to ensure efficient preparation and delivery of testing.

Production and development of 1st line account testing review output including tracking of underlying trends.

Communicate with servicers regarding the preparation and delivery of 1st line conduct risk reviews.

Attend on site customer journey reviews to assess compliance and adherence to regulatory/industry requirements and Arrow minimum standards.

Provide administrative support in managing 1st line thematic / quarterly assurance reviews.

Minute details from briefing/ de-briefing/ calibration sessions to ensure accurate logging of information.

Ensure all conduct risk material is securely and logically recorded for each servicer/creditor.

Ensure understanding is continuously aligned with regulatory and industry standards and expectations.

Attend calibrations and meetings (both internal and external).

Support with the identification and delivery of remedial action, including root cause analysis.

Act as a consultant to the wider Partner Management team, ensuring a robust understanding of Arrow's Minimum Standards across all levels both internally and externally.

KNOWLEDGE & SKILLS REQUIREMENT

Communication - can effectively communicate with both internal and external stakeholders

Customer Awareness - good understanding of 'customer' needs and demonstrates a desire to resolve issues

Administration - report writing and using Powerpoint , Microsoft Word and Excel, MS Office. Minimum of 12 months demonstrable experience

Meticulous attention to detail

Time management/organisational skills - ability to manage/ prioritise workloads effectively

Experience in the Financial Services (and/or Debt Purchasing) sector is an advantage

Experience of working in an assurance function or customer service is an advantage

Educated to a good level to include Mathematics & English GSCE grade A to C

Not the role for you? Here at the Clayton Group we have a specialist team that can find the ideal job for you, we work with companies across the North West matching recruitment needs and wants in the world of work. If you are seeking work in Administration, Sales, Sales Support, HR and Marketing then please get in touch today on 01772 259121 and ask for Tracy Bolan who will be happy to assist you in your search.

At Clayton Recruitment we passionately believe your talent matters, so we specialise in recruiting the best talent and connecting this to your opportunities. We have over 100 years commercial recruitment experience within our business coupled with 30 years of market intelligence and a large data base of active clients and candidates. Coupled with market leading search systems.

• Contact: Tracy Bolan
• Reference: Totaljobs/CMS025790'2002
• Job ID: 66884059