Quality Officer

6 days ago

Glasgow, United Kingdom Shawbrook Bank Full time

**The Opportunity**

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complexproblems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

TML is a specialist intermediary-only mortgage lender that provides products and criteria that meet the needs of borrowers who are not served by the high street.

**The Role & Responsibilities**

We are currently looking for a Quality Officer to deliver high quality operational governance by assessing operational performance against adherence to company policies including Credit, Affordability, Customer Verification & Mandates & Escalations.
- Review notes and comments made by underwriters ensure all decisions have an appropriate supporting rationale using the agreed structure
- Ensure escalation policy has been followed for any exceptions identified and that these have been appropriately documented
- Manage work levels to ensure Service Level Agreement’s (SLA’s) are met and ensure quality standards are regularly achieved
- Assist in the review of departmental processes ensuring that they are well documented, customer focused, efficient and up to date
- Contribute to achievement of departmental Key Performance Indicator’s (KPIs) and Treating Customer Fairly (TFC) KPI’s ensuring we maintain the ability to demonstrate we are meeting our TCF obligations
- Actively participate in department meetings ensuring minutes, actions and key updates are accurately recorded
- Challenge internal processes and procedures where evidence suggests improvements could be recorded
- Assist in the production of key management information and reporting
- Maintain the company’s compliance standards and own compliance training in relation to the Audit and Control team
- Set high standards in relation to dealing with enquires from other operational areas, demonstrating a desire and willingness to listen and take appropriate action when necessary
- Work closely with other teams in particular the New Lending Team, fostering a healthy relationship where challenge is the norm
- Review sources of industry guidance in order to keep abreast of changes which could impact areas under Audit and Control remit and provide recommendations to team leader on any relevant areas
- Take responsibility for maintain own CPD (Continuous Professional Development) folder ensuring it is kept up to date.

**The Person**
- Experienced within the secured lending or residential or Buy to Let Mortgage market
- Good understanding of the regulatory environment and in particular TCF
- Excellent communication skills
- Excellent planning and problem-solving skills
- Ability to work under pressure and to strict deadlines
- Ability to work as part of a small team and make effective contributions

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