We have a fantastic opportunity for an organised, forward-thinking individual to join us as a Quality Assurance Officer in our Retirement Advice department. Within this key role, you’ll provide independent quality assurance of regulated advice and non-advisory sales processes by assessing whether regulatory obligations have been met and that good customer outcomes have been achieved.
Key Responsibilities
- Delivering quality assurance assessments for advised and non-advised sales activity to contribute to the overall delivery of the business plan, through methods including call reviews, desk-based assessments of documentation and customer feedback.
- Assessing complex pension transfer advice processes undertaken by advisers, reviewing their advice files, calls and relevant documentation.
- Providing valuable feedback to support the ongoing competence of LV= advisers.
- Proactively identifying any common themes, producing conclusions and proposing appropriate solutions to the Risk & Compliance Manager.
- Developing a robust understanding of complex advice processes and risks being managed within the business.
- Contributing ideas and initiatives to support the development and maintenance of effective and efficient quality assessing methodology.
- Providing clear, timely and constructive feedback on assessments, ensuring that feedback is always factual and fair.
- Ensuring accurate and robust record keeping of file assessment results to support MI reporting.
- Consistently meeting required standards defined by the LV= Risk Management function and external regulatory bodies.
- Driving continuous professional development to maintain competence and uphold appropriate records, aligning to behaviours and diligence expected from LV= advisers.
- Continually developing skills and knowledge of financial services to ensure that the changing needs of retail customers are met.
- Sharing your experiences and providing coaching to other members of the team.
- Attending feedback and working forums with representatives and presenting feedback on cases reviewed.
About You
Our ideal candidate will…
- Have a background of working within financial services, with an understanding of FCA regulations.
- Be experienced in accurately completing effective quality assessments of At Retirement and investment advice, and delivering feedback in a clear, constructive manner.
- Have experience of using industry-accredited advice models associated with pension transfer advice.
- Possess knowledge of the At Retirement and investment marketplaces across a range of products.
- Understand the importance of excellent customer service and advice principles and practices and ensure these are always implemented.
- Be analytical, with the ability to interpret, prepare and provide key data accurately. Be an excellent team player, with a focus on delivering both individual and team goals.
- Build and maintain strong working relationships with colleagues and stakeholders, ensuring stakeholder management is a priority and being able to clearly communicate effectively with a range of people at varying levels.
- Competently make decisions, be able to apply good judgement and utilise influential and negotiation skills.
- Be numerate and demonstrate good IT skills, with the ability to use programmes such as MS Office.
- Hold or be working towards an RO4, Diploma in Financial Planning or Regulated Financial Planning.
- Hold or be working towards AF3, G60 or equivalent exam.
- Understand the MCOB sourcebook (mortgages and home finance) and have experience in mortgage administration and advice (desirable but not essential).
- Hold an ER1 (chartered institute equity release), CF6 and CF8 qualification or equivalent (desirable but not essential).
Rewards & Benefits
This role is a Band C in the LV= Structure.
At LV= Life and Pensions, you’ll go above and beyond to do the right thing for our customers. We’ll reward your hard work with an attractive, competitive salary and benefits package, which includes:
- 30 days' holiday. The opportunity to buy or sell up to two days of holiday.
- An annual bonus scheme based on company and personal performance.
- Flexible benefits, including a cycle to work scheme, personal accident insurance, critical illness cover, private medical insurance, and dental insurance.
- Competitive pension scheme - LV= Life and Pensions will double-match the amount you pay, up to 14% (subject to National Minimum Wage requirements).
- Group Life Assurance of four times your basic pay to your dependents (you’ll have the option to increase this to 8 x cover).
- Group Income Protection, if you enrol into the pension scheme and reach 5 years of service.
- Employee Assistance Programme (EAP) service for support when you need it.
- Virtual GP service.
- Shared parental leave.
- Up to 20% discount on our life products for you and your immediate family.