Experience

Skipton Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Quality Assurance Specialist

  • May 2023 - Present

  Responsible to: - Carry out quality checks on customer delivery tasks as part of a risk-based framework and provide effective oversight of customer outcomes in accordance with the Financial Conduct Authority’s Consumer Duty. These tasks are: • Opening new/POA accounts (onboarding, trust accounts, nominated bank details, clubs and charities) • Savings accounts changes (backdating interests, nominated bank details, verifications required, change of account type, account amendments, reinstating accounts, ISA and LISA amalgamations, product switches, bond maturities, interest mandates, joints to sole) • Transfer processes (ISA and LISA ins and outs, child’s trust fund & junior ISAs ins and outs, stocks and shares) • Savings accounts administrations (975s and bank audits) • LISA (withdrawals, failed house purchases, house purchase extensions, bonus claims) • Contract variations (returned offers, backdates, consents to let) • Payments (regular overpayments, lumpsum overpayments and queries) • Mortgage administration (lettings, deeds, valuations, minimum balances, second charges, balance transfers, questionnaires, life policy administrations and payments, mortgage statements) • Redemptions (and redemption statements, reversals, E-DS1s) • Security dealings • Change of customer details (changes to addresses, names, ID checks) • Call taker general observations • Customer contact (webchat, secure messages) - Ensure that the fair treatment of customers is central to the Society’s approach by championing the customer’s perspective. - Apply knowledge of the mortgage & savings processes and maintain an understanding of the Society’s customer strategy and proposition. Show less