Complaints Handlers and Quality Testers
Who we are
You will have heard it in the news over the last number of years - PPI mis-selling, interest rate swaps, money laundering fines and mis-selling of other financial products. Regulatory requirements have evolved to deal with such issues and our rapidly growing PwC Operate business help our clients ensure they are compliant with internal and regulatory requirements. This means that existing programmes to solve (redress) and correct (remediate) past actions are often a necessity for many of our clients.
Who are we looking for?
We are looking for highly-motivated individuals who have experience working on projects which have dealt with large numbers of customer complaints. As a Quality controller or quality assurer, your typical responsibilities are likely to include:
Understanding client policies and procedures, supporting team members with specific queries.
Reviewing output from Analysts and other Quality Checkers against client or regulatory requirements to ensure compliance.
Identifying quality issues and supporting the implementation of additional training and other measures to improve quality.
Providing feedback to analysts and contributing to the production and / or delivery of relevant training for new joiners and existing team members
Testing and strengthening of current quality controls
Liaising with client teams (typically Quality Assurance, Internal Audit but may also include Policy and Compliance dependent on your experience).
What is in it for you?
Your role will be varied and challenging, providing you with an opportunity to work with a wide variety of high profile clients. You will also have the opportunity to work with highly motivated team members, who collectively want to achieve our strategic growth ambitions. We’re also exceptionally passionate about providing you with the necessary skills, experience and training to help you develop both personally and professionally. You’ll therefore be included on our specific training framework, tailored to match your skills, needs and career aspirations. Fully funded by us, you’ll complete externally accredited qualifications that will benefit you in the roles you are working in. Our training programme is further enhanced through a variety of softer skills training sessions focusing on your relationships and leadership skills.
In addition to the client projects and training, our employees are also rewarded with various other benefits offered as part of your employment:
Our dedicated internal Careers Service.
Competitive salary plus a potential discretionary bonus (performance related)
25 days standard holiday pro rata, with options to increase this through your benefits package
A flexible benefits scheme that be tailored to suit your (and your family’s) needs. Provision of a group pension plan with additional funding provided by PwC
Where will you be based?
The role will be based in Belfast; however as a result of the wide variety of clients and projects, you may be asked to work in other locations within the UK and beyond, sometimes at short notice and sometimes over lengthy periods of time. Your desire and ability to do this will be discussed as part of the recruitment process. Candidates who are unable or do not wish to work on projects in other locations will still be considered.
Requirements of the role
Demonstrable experience of / exposure to large scale customer / remediation programmes.
Demonstrable experience working in a regulatory environment with knowledge of FOS rules.
An understanding of the banking industry and related regulatory environment.
Previous experience in a compliance, risk or testing role.
Desirable Experience / Skills
Degree level qualification or equivalent.
Responsibility for others including training, performance, workload/productivity, development.