Outcome Testing Moderator

1 week ago

Chester, United Kingdom Specialist Motor Finance Limited Full time

Outcome Testing Moderator - up to £32,000 - Hybrid working (Chester site) - Permanent


Please ensure you read the below overview and requirements for this employment opportunity completely.

Specialist Motor Finance offer hire purchase agreements to customers who are not accepted by the mainstream lenders through a panel of motor introducers.

Established in 2014, SMF have built up a reputation for providing a strong product range, offering quick decisions through the application process and a collaborative approach to working with our customers throughout the life of their agreement.

Our employee benefits include:

·Up to 8% contributory pension scheme

·Employee referral programme, £600 Love2shop voucher

·Perks at Work

·Above and Beyond awards

·Income protection scheme

·Employee of the Year

·Long Service awards

·Discretionary annual bonus

·Life assurance

·Discounted gym membership

·Flexible working

·Training and exam sponsorship

·Employee assistance programme

·Paid volunteer days

·Purchase additional 5 days annual leave

·Social events

About the role

Reporting to the Oversight and Capability Manager you will carry out end to end Outcome testing across a number of key customer journeys, using a robust testing framework.

You will consider the experience throughout the journey from the customer’s perspective to ensure that we are delivering consistent and good outcomes and not subjecting customers to potential or actual harm.

You will collate the outcome data, identify any remedial actions and feedback to senior stakeholders and operational areas for action.

You will provide key insights of poor outcomes and propose recommendations for consideration to the Root Cause Analyst.

As a subject matter expert in outcome-based testing, you will carry out enhanced monitoring and provide additional support to colleagues who are new to the business or have failed to meet the required quality standard.

Key responsibilities

  • Undertake outcomes testing; assessing existing frameworks for the service provided across all customer facing departments.
  • Utilise in-house systems, providing a clear audit trail.
  • Produce reports and provide feedback to senior managers.
  • Recommend improvements for policy and quality control methods.
  • Identify areas of risk, and escalate, as appropriate.

To be successful in this role you will require:

  • Experienced in QA or Outcome Testing within a highly regulated industry.
  • In-depth knowledge of collections and complaints management best practices
  • Experience in Motor Finance is preferred but not essential.
  • Strong understanding of regulatory requirements and compliance frameworks related to operations, including a working understanding of FCA Regulations
  • Familiarity with the Consumer Duty and what constitutes a good customer outcome.
  • Effective communication and interpersonal skills to build relationships and collaborate with stakeholders at all levels.
  • High level of integrity, professionalism, and ethical conduct.

The successful candidate will be required at all times to act within the standards expected within Consumer Duty and comply with The Conduct Rules which set the minimum standard of individual behaviour expected when carrying out a role at Specialist Motor Finance.

These rules include:

·You must act with integrity.

·You must act with due skill, care and diligence.

·You must be open and cooperative with the FCA, the PRA and other regulators.

·You must pay due regards to the interests of customers and treat them fairly.

·You must observe proper standards of market conduct.

·You must act to deliver good outcomes for retail customers.

Interested? Apply today to find out more

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