Outcome Assessment Moderator

5 days ago

Chester, Cheshire, United Kingdom Specialist Motor Finance Limited Full time

Outcome Assessment Moderator - Competitive Salary - Hybrid Working Arrangement - Permanent Position

Specialist Motor Finance Limited specializes in providing hire purchase agreements to clients who may not qualify for traditional lending options through a network of motor introducers.

Founded in 2014, we have established a strong reputation for delivering a diverse product range, ensuring prompt decisions during the application process, and fostering a collaborative environment with our clients throughout the duration of their agreements.

Employee Benefits Include:

· Up to 8% contributory pension scheme

· Employee referral program with a £600 Love2shop voucher

· Perks at Work

· Recognition awards for outstanding contributions

· Income protection plan

· Employee of the Year recognition

· Long service awards

· Discretionary annual bonus

· Life insurance coverage

· Discounted gym memberships

· Flexible working options

· Training and examination sponsorship

· Employee assistance program

· Paid volunteer days

· Option to purchase an additional 5 days of annual leave

· Social events and gatherings

Role Overview

Reporting directly to the Oversight and Capability Manager, you will conduct comprehensive outcome assessments across various key customer journeys, utilizing a robust testing framework.

Your focus will be on evaluating the customer experience throughout their journey to ensure consistent and positive outcomes, while safeguarding against potential or actual harm to customers.

You will gather outcome data, pinpoint necessary remedial actions, and communicate findings to senior stakeholders and operational teams for implementation.

As a subject matter expert in outcome testing, you will perform enhanced monitoring and offer additional support to colleagues who are new to the organization or have not met the required quality standards.

Key Responsibilities

  • Conduct outcome assessments; evaluating existing frameworks for services provided across all customer-facing departments.
  • Utilize internal systems to maintain a clear audit trail.
  • Generate reports and provide constructive feedback to senior management.
  • Suggest enhancements for policy and quality control measures.
  • Identify risk areas and escalate as necessary.

Qualifications for Success

  • Experience in Quality Assurance or Outcome Testing within a highly regulated sector.
  • Comprehensive understanding of collections and complaints management best practices.
  • Experience in Motor Finance is advantageous but not mandatory.
  • Strong grasp of regulatory requirements and compliance frameworks, including familiarity with FCA Regulations.
  • Knowledge of Consumer Duty and what constitutes a favorable customer outcome.
  • Excellent communication and interpersonal skills to foster relationships and collaborate with stakeholders at all levels.
  • High standards of integrity, professionalism, and ethical conduct.

The successful candidate will be expected to consistently uphold the standards outlined within Consumer Duty and adhere to The Conduct Rules, which establish the minimum behavioral expectations for individuals in their roles at Specialist Motor Finance Limited.

Explore this opportunity to contribute to our mission.

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