Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same.

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

To provide support to the Senior Risk & Quality Assurance Manager with completing the Quality Control activities across C&R, verifying key processes have been completed correctly, whilst also ensuring fair and appropriate customer outcomes are being delivered.

Ensuring that Collections & Recoveries including third-party service providers are delivering services in line with Shawbrook policy and procedures.

Responsible for reviewing the front-line activity through direct review/oversight of inbound and outbound calls, back office activities and third party service providers performance.

Key Role Responsibilities

• In line with our agreed QC activities, assess the performance and adherence against the banks policy & process requirements.
• Identify training and coaching needs for colleagues by impartial sampling of customer contact or specific process testing. Ensuring the customers have received a fair outcome in line with applicable regulations.
• Ensure all mandatory training and reading completed on time.
• To promote best practice and enhancement of the customer journey by continuous improvement analysis and recommendations to improve quality and customer journey.
• To liaise with divisional Risk Champions to escalate any potential risk events identified.
• Maintain and produce Management Information showing data, trends and insight with commentary for each division.
• Build excellent working relationships with stakeholders, colleagues and third-party service providers either by phone, correspondence and/or teams/zoom meetings.
• Remain flexible with responsibilities and have a positive attitude towards any changes to the role, company/departmental objectives, priorities and targets.

• Good computer skills including proficiency in Microsoft applications.
• Candidates will have a good educational background with proficiency demonstrable in Maths and English.
• Will have experience of working as a team within an office or large-scale operation.
• Minimum 1 year Quality Control/Quality Assurance experience.
• Minimum 3 years banking industry experience, preferably in Collections.
• Experience/knowledge of TCF, CCA, MCOB, & CONC.

Technical

• Computer literate (good knowledge of MS Office suite – Excel, Word, Power-Point).
• Industry Awareness (TCF, Money Laundering, FCA).
• Ability to understand and fully comply with documented processes and procedures.
• Excellent Customer Service and analytical skills, including verbal and written communication.
• Arrears procedures.
• Customer Focused approach.

Your Wellbeing – We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) – Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle – It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution – We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

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