Customer Outcome Testing Analyst

at  Close Brothers Group

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join the Close Brothers Asset Finance & Leasing (CBAFL) team where you will conduct end-to-end customer outcome testing against the outcome framework. You will help provide assurance that the organisation delivers a high quality, consistent and fair customer journey in line with it’s Principle 6 (Treating Customers Fairly) and Principle 12 (deliver good outcomes for retail customers) obligations.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:

• Have knowledge of the UK / Ireland asset finance and leasing industry.
  We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

• Conduct risk based sample checking in line with the outcome testing framework of customer treatment (across multiple product offerings and multiple touchpoints) to assess the appropriateness of customer outcomes.
• Monitor complaints, call recordings, customer care calls, treatment of vulnerable customers, customers in financial difficulty and work undertaken by collection agents to assess customer outcomes.
• Provide appropriate evidence to support monitoring activity and recommendations to address any development gaps.
• Consider the adequacy of outcomes reached in respect of the customer fairness, including assessing appropriate remediation where instances of poor outcomes were identified.
• Collate thematic findings (including the root cause and suggested remedial activities for any issues identified through Customer Outcomes Testing) to continually improve consistency and quality.
• Identify gaps in knowledge/training or where enhancements might be required to core processes deployed in the customer journey.
• Contribute to monthly reports and provide feedback to senior managers.
• Conduct trend analysis using available data to highlight key operational and conduct risks within the context of a customer’s experience.
• Recommend improvements for policy and quality control methods. Play an active role in improving the outcome testing framework and drive change for the benefit of improved customer outcomes at all stages of their journey.
• Identify areas of risk, and escalate, as appropriate.
• Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.