Job description
Why join us:
To continuously provide high quality processing GPS services to achieve
maximum customer satisfaction within the specified Service Level Agreements
(SLA 's). The purpose of this role is to assess whether customers are being
treated fairly and are receiving fair outcomes within the Financial Support
Team (formally known as Collections and Recoveries). To conduct customer case
reviews and to assess whether operational and regulatory requirements are
being met, as defined by UK CMB FIM, Managing Customers in Financial
Difficulties (CiFD) Policy and relevant regulatory and market expectations
The Opportunity:
* A deep understanding of the Operational and Regulatory environments that UK CMB operate within.
* In-depth knowledge of the concept of 'Treating Customer Fairly', 'Informed Choice' and 'Fair Outcomes'.
* Ability to analyse results and make judgemental assessment on whether issues are isolated or systemic, communicating these results to senior stakeholder in a clear and concise manner.
* Liaise and work with other areas and segments of the bank to ensure the best possible experience and outcomes for clients, employees and the Bank, Provide solid support and constructive advice to Senior Management in the management of compliance and operational risk
* Engaging with: Customers/Stakeholders/Colleagues
* Working in a Dynamic Environment, Working Responsibly, Customer centricity
* Influencing and Challenging Stakeholders, Managing Business Information
* Maximising Business Performance, Strengthening Stakeholder relationships.
What you 'll do:
* Customer Outcomes Testing supports UK CMB in first line of defence capacity, providing assurance that customer journeys are treating customers fairly and compliantly with reference to UK CMB FIM, Managing Customers in Financial Difficulties (CiFD) Policy and relevant regulatory and market expectations
* To have responsibility for independently assessing the appropriateness of the outcomes the customer has received, providing further information, support and providing feedback to business and/or individuals as required.
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