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- Tasks: Oversee quality assurance and compliance in collections, ensuring a fair customer journey.
- Company: Close Brothers is a UK merchant banking group dedicated to supporting small businesses and individuals.
- Benefits: Enjoy competitive salary, discretionary bonuses, flexible work arrangements, and a commitment to diversity.
- Why this job: Join a supportive team focused on positive customer outcomes and professional growth.
- Qualifications: Experience in QA monitoring, strong communication skills, and proficiency in data analysis required.
- Other info: We celebrate diversity and offer accessible recruitment processes for all applicants.
The predicted salary is between 36000 - 60000 £ per year.
Salary: Competitive Salary, Discretionary Bonus + Company Benefits
OVERALL SUMMARY
At Close Brothers, we seek to recruit individuals from diverse backgrounds and encourage applications even if you don’t meet every qualification. We celebrate diversity, promote inclusivity, and are open to flexible work arrangements to support work-life balance.
Join the Close Brothers Asset Finance & Leasing (CBAFL) team, reporting to the Head of Operational Governance, to oversee and assure the Collections and Recoveries (C&R) functions across business units. The role involves quality assurance, outcome monitoring (including third-party debt collection), and ensuring compliance with regulatory standards and company policies. This position ensures the organization delivers a high-quality, consistent, and fair customer journey, aligned with Principles 6 (Treating Customers Fairly) and 12 (Good Outcomes for Retail Customers).
Ideal candidates will have experience in end-to-end QA monitoring, particularly within collections in a regulated environment. Strong communication skills, relationship-building abilities, and experience in preparing and presenting management information (MI) are essential.
Responsibilities
- Quality Assurance: Design and deliver the QA monitoring plan, adjusting as needed. Maintain and develop the QA framework to ensure regulatory compliance and industry standards. Conduct risk-based sampling across various products and touchpoints. Provide reports, feedback, and recommendations for improvement.
- Outcome Monitoring: Develop and implement outcome testing frameworks to ensure positive customer outcomes. Monitor complaints, call recordings, and treatment of vulnerable customers.
- Third-Party Debt Collection Activity: Monitor third-party and internal debt collection activities for compliance and risk.
- Reporting and Feedback: Analyze themes and trends, identify root causes, and suggest improvements. Produce monthly reports and share insights with senior management. Collaborate across teams to share best practices.
Candidate Profile
- Experience in QA and outcome monitoring.
- Knowledge of dealing with customers facing financial difficulties and regulatory requirements.
- Proficiency in data analysis and MI dashboards.
- Strong interpersonal, presentation, and communication skills.
- Organizational skills and ability to meet deadlines.
- Analytical skills, including root cause analysis.
- Sound judgment and problem-solving skills.
Desirable Skills
- Knowledge of the UK/Ireland asset finance and leasing industry.
- Experience in coaching and providing feedback.
Inclusivity and Application Process
We value diversity and are committed to accessible recruitment. Adjustments are available for applicants with disabilities. Contact us at recruit.ssc@closebrothers.com for alternative formats or to discuss your needs.
About Us
Close Brothers is a UK merchant banking group supporting small businesses and individuals. We promote work-life balance through hybrid working and are committed to sustainability, diversity, and inclusion.
Controls Analyst - Collections employer: Close Brothers
Contact Detail:
Close Brothers Recruiting Team
recruit.ssc@closebrothers.com
StudySmarter Expert Advice 🤫
We think this is how you could land Controls Analyst - Collections
✨Tip Number 1
Familiarise yourself with the regulatory standards and compliance requirements specific to the collections industry. Understanding these will not only help you in interviews but also demonstrate your commitment to maintaining high-quality customer service.
✨Tip Number 2
Network with professionals in the asset finance and leasing sector. Attend industry events or join relevant online forums to connect with others who can provide insights into the role and potentially refer you to opportunities at Close Brothers.
✨Tip Number 3
Prepare to discuss your experience with quality assurance and outcome monitoring in detail. Be ready to share specific examples of how you've improved processes or ensured compliance in previous roles, as this will highlight your suitability for the position.
✨Tip Number 4
Showcase your analytical skills by being prepared to discuss how you approach data analysis and root cause analysis. Highlight any tools or methodologies you’ve used to identify trends and improve outcomes, as this is crucial for the role.
We think you need these skills to ace Controls Analyst - Collections
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Controls Analyst - Collections position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Relevant Experience: Emphasise your experience in quality assurance and outcome monitoring, particularly in a collections environment. Use specific examples to demonstrate your skills in data analysis, reporting, and compliance with regulatory standards.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for the role and the company. Mention how your values align with Close Brothers' commitment to diversity and inclusivity, and express your enthusiasm for contributing to a positive customer journey.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Close Brothers
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Controls Analyst in Collections. Familiarise yourself with quality assurance processes, outcome monitoring, and compliance standards relevant to the role.
✨Showcase Your Experience
Prepare to discuss your previous experience in QA monitoring and collections. Highlight specific examples where you've successfully implemented monitoring plans or improved customer outcomes, as this will demonstrate your capability for the role.
✨Communicate Effectively
Strong communication skills are essential for this position. Practice articulating your thoughts clearly and confidently, especially when discussing complex topics like regulatory compliance and data analysis.
✨Demonstrate Problem-Solving Skills
Be ready to showcase your analytical skills and sound judgment. Prepare examples of how you've identified root causes of issues in past roles and the steps you took to resolve them, as this aligns with the expectations of the hiring company.
