Grow with UTB

This is a hybrid role – 3 days in the office (City of London location) and 2 days working from home per week 

Role Purpose:

• To undertake quality assurance, including first-line checks and controls in accordance with the department monitoring programme
• Handling and overviewing complaints – including complaint investigation, customer interaction and record keeping
• Maintaining MI reporting to support QA Framework and Risk Management Policies

Responsibilities:

• Assist Quality Assurance Manager with developing, maintaining and operating the Bridging QA Framework & Monitoring Plan
• Ongoing ownership of QA department procedural manuals to ensure they accurately reflect current policy and practices
• Provision of first-line QA reviews to confirm compliance with department processes and procedure
• QA reviews to include file checks, end-to-end customer journeys, individual reviews and telephone call monitoring against monitoring framework
• Identify good customer outcomes and make recommendations where this is not achieved
• Provide guidance and support to Bridging team members to achieve good customer outcomes in relation to handling vulnerability
• Follow up on remedial actions to ensure timely closure
• Oversight of Broker Panel and On-boarding process
• Handling and overviewing customer complaints – including investigating and ensuring customers are treated in a fair and consistent manner
• Communicating with customers (both written and verbal) as part of complaint investigation process
• Recommendation for process and procedural improvements in line with industry best practice
• Maintaining MI reports on remedial actions, Conduct Dashboard measures and trend analysis to support QA reporting
• Ad-hoc tasks at the delegation of line management

Skills and Experience sought:

• Previous experience in Quality Assurance and/or Complaint Handling for property lending products
• A good understanding of FCA regulation, Consumer Duty and Vulnerable Customer procedures
• Managing and prioritising own workload

UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

• competitive salary and discretionary bonus scheme
• matched pension contributions up to 7%
• 26 days annual leave plus two wellbeing days and opportunity to purchase additional holiday
• flexible and hybrid working
• private medical insurance via Vitality
• life, income protection and critical illness insurance
• enhanced family leave pay
• extensive learning and personal development opportunities
• electric car scheme and cycle to work scheme
• season ticket loan
• wellbeing support – discounted gym membership, employee assistance programme, 24/7 private GP access for staff and their immediate family (online), 1:1 key life stage coaching

Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

Click here to apply >