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Job ID8315BR
Job TitleField Quality Assurance Officer - South East
Position TypePermanent
Work LocationN/A
LocationRegional Office
About the Role
  • Responsible for the visitation of customers in their own homes in order to review the transactional activity of their home credit accounts, with a specific focus on the lending, collections and arrears activity
  • Responsible for the recording of accurate outcomes following customer visitation using prescribed recording systems
  • Responsible for the immediate escalation of issues which have/could result in serious customer detriment
  • Responsible for visiting branch locations in order to conduct QA reviews in line with QA plan
  • Responsible for the auditing of customer accounts when investigating alleged fraud at individual or full territory level.
  • Investigate and document alleged financial crime activity by colleagues and/or our customers
  • Conduct and record interviews with colleagues and/or customers and where appropriate obtain witness statements in line with the guidelines of the Police and Criminal Evidence Act 1984
  • Assist in the preparation of case files for use in both criminal and disciplinary hearings as required
  • Provide all relevant parties with timely assessment reports which document investigation activity
  • Provide regular and timely updates with regards to investigations (both conduct and criminal)
  • Maintain the Financial Crime Management System within agreed timescales
  • Attend court to represent the company as an expert witness as and when required
  • Undertake customer visitation as directed by the Head of Quality Assurance
  • Attend locations on a regular basis to promote best practice and financial crime awareness amongst colleagues
  • Deliver Financial Crime awareness, Personal Safety and Best practice seminars in line with the company induction programme
  • Conduct personal safety risk assessments following incidents where appropriate
Skills and Experience
  • 1 year experience of working in a Risk and/or Field Management environment
  • Ability to work effectively on own initiative and remotely
  • Competent in the use of IT systems and equipment
  • Ability to manage multi tasks and meet required deadlines
  • Good analytical and problem solving skills
  • Good communication (written and oral), negotiation, influencing and persuasion skills
  • Proven ability to effectively plan & organise own diary with strong time and priority management skills
  • Full driving license
  • Willingness to travel with the occasional overnight stay

  • Knowledge of current legal and regulatory frameworks, i.e. PACE, DPA, CCA, AML
  • Management qualification