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EST 1985
Serving classified ads since 1985.
Serving classified ads since 1985.
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Customer Operations QA Support

Description

Who we are & what we do \n \n Founded in 2016, Chetwood Financial is a digital bank using technology to make people better off. At Chetwood, we think differently. We act differently. Unlike traditional banking models, we're not obsessed with customer ownership and cross-selling other products. We use our banking and technology experience to design and manufacture stand-alone financial products that meet the needs of those using them and by building unique and dynamic products, we make engaging with personal finances easier than ever before. \n \nWe're always on the lookout for exceptional talent to join the team who share a belief in making a positive difference - making financial services better for customers by challenging conventions. \n \nRole Purpose \n \n Working within our Quality Assurance area of Customer Operations, you will measure and monitor the quality of customer interactions from our Customer Operations team. Whilst you'll recognise the importance of process and controls, you'll also have an understanding of a smaller business and the need to adapt to customer needs. \n \nResponsibilities \n Review interactions with customers (written / verbal) to score and assess compliance. Production of management reporting to monitor quality and customer outcomes across the bank. Feedback into and support the maintenance of operational procedures relating to Customer Operations. Use QA outputs to feed into the delivery of training for Customer Operations team. Maybe required to provide QA feedback to members of the Customer Operations team. Correct identification and reporting of procedural / compliance breaches. \n \nSkills & Experience \n Financial Services (Retail Banking) knowledge, particularly in operational areas. Experience in a customer facing position. Basic ability to analyse data and produce reports. GCSE (A*- C) or equivalent in English, Maths and Science. Strong written communication skills, much of our customer interaction is written. Ability to demonstrate a high level of attention to detail. Great interpersonal skills, friendly and approachable, willing to help. Strong ability to work independently. \n \nWhat we offer \n A relaxed, sociable and flexible working environment. Great benefits including: life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events. Competitive salary. Opportunity to work for a progressive and exciting company. \n \nChetwood highlights \n Here are just a few examples of what we've achieved so far and what's coming soon. Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years. Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year. Launched the LiveLend Reward Loan; the world's first dynamic loan that responds to improvements in customers' credit score. Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 2019. Launched SmartSave; providing customers with a simple, online savings account at a great rate. Achieved and maintained an 'Excellent' Trustpilot rating from both lending and savings customers. \n \nApply for This Job
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