Conduct and Oversight Auditor

3 weeks ago

Nottingham, United Kingdom Equifax Full time

Join us as a Conduct and Oversight Auditor within the Conduct & Oversight department delivering its oversight framework through conducting detailed audit activity of its debt collection agencies (DCAs), In this role you will conduct first line oversight of debt collection agency practices, recognise and highlight risks through assurance activity to ensure DCAs are compliant with TDX, client and all relevant regulatory requirements and ensure consumer fair outcomes through monitoring activity.

**About TDX Group - An Equifax Company**:
We've been a pioneer in the debt recovery industry for over a decade, helping businesses drive fair and appropriate consumer treatment by using data and intelligence.

We meet the exacting standards of our clients who are some of the biggest banking, retail and utility names as well as the UK government. The key to TDX's success has been the scope to build and deliver industry-leading performance portfolios, combining precise execution with high quality analytical insight and continuous creativity to our partners.

**The perks of being a TDX Employee?**:
We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell holidays and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.

**What you’ll do**:

- Carry out a variety of quality assurance and audit activities of DCAs against a range of regulatory, client and quality measures. This will include processes such as call listening and account activity reviews
- Manage risk based audit sampling decisions and track progress
- Conduct investigations into supplier related consumer complaints to understand root cause and required mitigation
- Track agency performance and conduct trend analysis to continuously improve the levels of agency quality and consumer treatment
- Client report writing, QA insights and trends
- Conduct QA calibration sessions with suppliers
- Support client performance meetings
- Internal Audit and Client Audit support
- Track agency performance and conduct trend analysis to continuously improve the levels of agency quality and consumer treatment
- Manage internal stakeholder and external client expectations to ensure regulatory compliance and customer excellence standards are audited and managed sufficiently
- Be flexible and from time-to-time may be required to work outside core business hours

**What experience you need**:

- Consumer oriented environment experience
- Proven quality assurance responsibilities including assessing consumer related activities and able to articulate findings
- Regulatory experience around Treating Customers Fairly with broader Financial Conduct Authority awareness
- Gathering data from various internal and external sources to establish summary level information and is able to present the information clearly and concisely
- Managing stakeholder requirements and expectations

**What could set you apart**:

- Experience working within the debt recovery industry
- Experience in a regulated environment
- A good understanding of the FCAs purpose and principles

LI-KB1

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