Compliance Monitoring Officer

eurochange LTD
Milton Keynes
£20,000 - £24,999
18 Nov 2019
22 Nov 2019
Contract Type
Full Time
NM MONEY are seeking an experienced Compliance Monitoring Officer with Mortgage experience to join our new purpose-built Mortgage Centre in Central Milton Keynes.
  • Monday to Friday - 40 hours per week - flexible hours between 8am and 6pm;
  • Additional hours required as and when required to meet the business requirements;
  • Office based with the ability to travel between variable locations in the Northamptonshire and Buckinghamshire region.

The Job

Working as part of a team, undertaking independent compliance monitoring reviews of 1st line business activity against relevant regulatory rules and company standards in order to identify, quantify and mitigate risk to customers and the business and to help deliver good customer outcomes.
  • Listen to, evaluate and record outcomes of recorded calls between customers and frontline staff, review customer files and client facing activity, evaluating adherence to regulatory requirements and company quality assurance standards;
  • Complete monitoring activity workflow, including any thematic monitoring, on time and to a high standard to help deliver the Compliance Monitoring Plan;
  • Accurately record and report observations and outcomes identified through monitoring activity. Provide relevant, clear and timely feedback to frontline staff and Supervisors to further enhance competence and achieve good customer outcomes;
  • Compile timely reports and MI, highlighting relevant trends and shortcomings, areas of concern and providing recommendations for addressing any identified weaknesses to further promote a positive compliance culture within the business;
  • Monitor, review and follow-up on the implementation of compliance recommendations and corrective actions agreed with management;
  • Escalate any unresolved issues through to management and the Head of Risk & Compliance as appropriate;
  • Investigate circumstances and collate evidence related to customer complaints. Liaising with the customer and business areas to gather relevant information to facilitate an appropriate resolution.

If you want to be part of our new team, take the next step and apply now!