Dispute Resolution Officer

Kind Consultancy is working with a leading Motor Finance firm which is currently seeking a Dispute Resolution Officer to join their Compliance team in their Blackburn offices. This is a full time permanent position paying up to £40,000, with a hybrid work model requiring at least 1 in-office day per week.

Reporting to the Compliance Manager, the Dispute Resolution Officer will:

  • Assist the Compliance Manager to ensure business is compliant with regulations
  • Promote a positive compliance culture
  • Deliver excellent customer service and efficient complaint resolution
  • Acknowledge, investigate and respond to complaints in accordance with the associated regulation and internal expectations
  • Provide the business with compliance advice and recommendations
  • Organise complaint records, ensuring all compliance logs are kept up to date
  • Assist with the delivery of the Compliance Management Framework
  • Assist the business in maintaining compliance and adhering to policies and procedures, highlighting risks and areas of improvement to Compliance Manager
  • Ensure customers receive fair and good outcomes at all times
  • Stay up to date with relevant regulations, guidance and best practices

Our ideal candidate for the Dispute Resolution Officer:

  • Has experience of working in an FCA regulated financial services business
  • Has previously worked in a retail environment – preferably the motor trade
  • Has a proven ability to interpret regulatory requirements and communicate them effectively
  • Has at least 2 years previous experience working in a Compliance role
  • Has a proven track record of supporting businesses in a risk/compliance function

If you’re interested in the Dispute Resolution Officer opportunity and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

Principal Internal Auditor – IT & Change

Kind Consultancy is working with a fast-growing challenger bank which is currently seeking a Principal Internal Auditor to join their West Midlands offices in a position focussing on IT and Change. This is a permanent, full-time position with a hybrid work model paying up to £70,000.

As part of the Internal Audit team, key responsibilities of the Principal Internal Auditor will include:

  • Leading IT and audits relating to Identity Access Management, Infrastructure, Disaster Recovery and other relevant areas across the Bank to ensure the business adheres to security policies, frameworks, and relevant regulations.
  • Carrying out IT audit work across all business areas to assess information security risk exposure.
  • Assisting the Audit Manager in identifying and prioritising significant risk areas in the organisation’s first line business activities, and second line risk management and regulatory framework as part of the preparation for the audit plan coverage.
  • Responsible for delivery of own audits within agreed timescales
  • Providing mentoring to team colleagues, sharing knowledge and offering guidance, direction, and assistance as required
  • Holding meetings with auditees ahead of reviews to discuss and agree the internal audit approach and scope
  • Reviewing working practices and procedures with relevant members of staff and management
  • Identifying current and potential risks and assessing controls against those risks for each audit area
  • Originating, developing and conducting audit tests, discussing audit findings with local and senior management; completing peer reviews of audit files as directed by the Audit Manager
  • Issuing and discussing audit findings with the Audit Manager & IA Director before discussion with senior management to agree factual accuracy and recommendations/actions
  • Following up to evidence that actions agreed in Internal Audit reports have been implemented, or to assess progress made towards achieving the action agreed to date

Our ideal candidate for the Principal Internal Auditor – IT & Change role:

  • Holds a relevant degree e.g., Computing, Mathematics, Engineering or Computer Science
  • Has previous Internal Audit experience
  • Holding an IT qualification such as PRINCE2 or ISACA would be desirable
  • Displays good knowledge and understanding of IT landscapes, systems, environments that may be supplemented through awareness of ISO standards, ITIL framework, NIST, COBIT, ITGCs
  • Demonstrates awareness and understanding of the UK Financial Services regulatory environment
  • Is able to identify and assess risks and challenge processes and procedures in a constructive and effective manner and offer recommendations to negate/minimise the risks
  • Ability to analyse and critically evaluate data
  • Demonstrate effective challenging, listening, fact finding and recording skills
  • Ability to communicate effectively and confidently both in writing and verbally at all levels, challenging management, exercising diplomacy when appropriate
  • Produce factually accurate draft audit reports
  • Determine resources, and plan work logically to complete a task effectively
  • Use interactive skills to have an impact and be effective at meetings
  • Develop and maintain good working relationships with business areas
  • Demonstrate a pro-active, self-motivated, and professional approach with a commitment to learn new skills and grasp concepts quickly, such as the ability to learn and interpret appropriate practices, policies, and regulatory requirements
  • Ability to work on own initiative and as part of a team
  • Observe confidentiality at all times
  • Working knowledge and ability to navigate Paragon’s operational systems and databases and competent with Microsoft Office applications
  • Maintain essential records and report on the progress of projects effectively
  • Demonstrate knowledge and understanding of Paragon’s businesses and third-party service contracts
  • Working knowledge of the appropriate regulation in relation to Paragon’s businesses
  • Demonstrate awareness of emerging issues in the financial services sector and relevant legislation/regulation
  • Demonstrate the ability to mentor colleagues, sharing knowledge and experience, coaching less experienced auditors demonstrate

Customer Financial Support Associate

Kind Consultancy is working with a fast-growing Motor Finance firm which is currently seeking a Customer Financial Support Associate to join them in a full time, hybrid role based in their Cheshire offices, paying up to £27,000 and requiring 2 Saturday morning’s worked per month.

The Customer Financial Support Associate will support customers who have outstanding payments, with key responsibilities including:

  • Communicating with customers who have failed to meet their agreed payment date, showing forbearance and support to help them get their agreement up to date.
  • Ensuring that all customer agreements are reviewed thoroughly to understand the customer’s situation, making sure that all previous agreement notes are checked for previous customer communications and arrangements in place.
  • Reviewing arrears repayment plans on a regular basis to ensure they remain in line with the customer’s circumstances.
  • Identifying, recognising and working with customers whose are experiencing vulnerable circumstances.
  • Communicating with customers both verbally and in writing in a clear and fair way
  • Completing all actions that are agreed with customers in the relevant time frames to ensure the best customer experience is achieved.
  • Where applicable signpost customers to relevant non-for-profit organisations for support and advice
  • Deliver outstanding customer service at all times in line with the vulnerable customers and debt collections policies and procedures.
  • Conducting all tasks in line with regulatory rules and expectations and in particular consumer duty and treat customers fairly

Our ideal candidate for the Customer Financial Support Associate opportunity:

  • Has good IT skills including a working knowledge of Microsoft Office applications
  • Has excellent communication skills in both writing and speech, with the ability to listen empathically and make customers feel heard and understood
  • Has previous call centre experience (it would be very desirable if this was within Motor Finance or Financial Services)
  • Is a team player with a positive attitude
  • Holds GCSE (or equivalent) qualifications in Maths and English

If you’re interested in the Customer Financial Support Associate role and you have the skills and experience we’re looking for and you’re based in or can commute to Cheshire, please apply with an updated CV today.

Collections Agent

Kind Consultancy is working with a leading Motor Finance business that is currently seeking a Collections Agent to join their Manchester office in a full-time, permanent role paying up to £30,000 per year. The role has a hybrid working model and requires some weekend work (one Saturday in every three).

The Collections Agent is part of the Payment Support Team and will support customers who have outstanding payments, with key responsibilities including:

  • Dealing with telephone queries from customers who are experiencing financial difficulties
  • Having positive conversations with customers to find suitable payment solutions for any missed payments
  • Setting up payment plans and working with other specialist teams to support the customer
  • Displaying compassion and understanding towards customers in vulnerable circumstances
  • Recording conversations and administrative actions within the relevant systems
  • Reviewing processes which could be automated or enhanced to improve the customer and business experience
  • Identify and raise any risks with your line manager

Our ideal candidate for the Collections Agent position:

  • Has previous experience of working in a similar Payment Support, Collections or Recoveries role
  • Has excellent communication and listening skills, both verbal and written to effectively interact with our customers
  • Strong knowledge of financial principles and understanding different ways of supporting our customers
  • A desire to support our customers to improve their financial health
  • Ability to proactively manage and prioritise caseload in line with KPIs.

The position comes with an excellent benefits package and is a great opportunity for anyone in the Manchester area with Collections experience looking for the next step in their career with an exciting, growing business.

If you’re interested in the Collections Agent opportunity and you have the skills and experience we’re looking for, please apply with an updated CV today.

Credit MI Analyst

Kind Consultancy is working with a successful Bank which is currently seeking a Credit MI Analyst to join them in a full-time, permanent role paying up to £38,000 with a hybrid work model based in their Leicestershire office, requiring 50% in-office working.

Reporting to the Head of Credit Control, the Credit MI Analyst will focus on producing management information and Credit reports to support the monitoring of the Real Estate Finance and Asset Finance portfolios’ performance against the Bank’s Risk Appetite and Lending Protocols, with key responsibilities including:

  • Preparing portfolio management information for inclusion in monthly reports to Credit Committee.
  • Preparing portfolio analytic reports and analysis to inform Credit Committee on emerging trends, opportunities, and risks.
  • Supporting the Real Estate Finance Valuation & Annual Review team, including the recording of Energy Performance Certificate (EPC) property data.
  • Supporting the management, analysis, and presentation of climate change data (EPC & flood) for Credit and ESG Steering committees.
  • Supporting the wider Credit teams with any ad-hoc management information or analysis that may be requested.

Our ideal candidate for the Credit MI Analyst role:

  • Has experience with commercial real estate finance and in producing management information and Credit reports.
  • Has a high level of financial and commercial awareness with excellent analytical and problem-solving skills.
  • Has excellent organisational skills and the ability to manage multiple tasks simultaneously.
  • Has effective oral and written communication skills and good IT skills (specifically Microsoft Excel)
  • Is results orientated, with absolute focus on timely and accurate delivery.

If you’re interested in the Credit MI Analyst opportunity, you’re based in or can commute to Leicestershire and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

Commercial Recoveries Partner

Kind Consultancy is working with a well-established Challenger Bank which is currently seeking a Commercial Recoveries Partner to join them in a full-time, permanent role paying up to £65,000 with a hybrid work model 50% based in their East Midlands offices.

The Commercial Recoveries Partner will report to the Head of Business Support and will assist in the administration of non-performing loan books in both Real Estate Finance and Asset Finance, monitoring and controlling loan account arrears, minimising the risk of loss. Key responsibilities will include:

  • Advising and supporting borrowers in developing and implementing optimal strategies to return their loans to performing status, including the appointment of reporting accountants, debt restructuring, further borrowing and refinance of the loans with alternative products and/or lenders.
  • Assessing the credibility of borrowers’ recovery plans and their ability to implement them and monitoring the performance of loans against their recovery plans and advising the borrowers on any amendments required as appropriate.
  • Quickly identifying those borrowers who do not have a credible recovery strategy to move these accounts into resolution (e.g. receivership, call up of guarantees, etc).
  • Assessing, analysing and making recommendations to the Head of Business Support of appropriate action on non-performing loans to aid recovery and mitigate losses.
  • Liaising with any appointed Solicitor, Insolvency Practitioner and /or Receiver to recover the Bank’s debt, communicating with the borrower, where appropriate, to facilitate co-operation to achieve loan recovery objectives.
  • Working closely with the Bank’s panel of receivers, valuers and property managers to maximise the amount realised from the resolution of distressed loans.
  • Managing the daily loan arrears in Real Estate Finance and Asset Finance in line with the Bank’s Policies and Procedures.
  • Recommending loan accounts that, due to an adverse track record, qualify for inclusion onto the Bank’s Watch Lists and Early Warning Reports, in line with the Non-Performing Loan Policy

Our ideal candidate for the Commercial Recoveries Partner opportunity:

  • Has a good level of financial and commercial awareness with a proven record of success in commercial banking relationship management
  • Has excellent oral and written communication skills Excellent organisational and IT skills
  • Possesses excellent analytical and problem-solving skills developed from a credit-based background or similar, including annual accounts/cashflow/MI analysis
  • Has well developed general knowledge of the commercial environment and sector specialisms including Real Estate lending, Asset Finance, Classic Cars and the SME market
  • Has a good understanding of Conduct and TCF requirements relevant to Real Estate and Asset Finance lending and of the identification and treatment of Vulnerable Customers

If you’re interested in the Commercial Recoveries Partner opportunity and you have the skills, knowledge and experience we’re looking for and are based in or can commute to the East Midlands, please apply with an updated CV today.

Business Development Manager

Kind Consultancy is working with a well-established Challenger Bank which is currently seeking a Business Development Manager to join them in a full-time, permanent role paying up to £80,000, with a hybrid work model 50% based in their East Midlands offices.

Reporting to the Regional Director, the Business Development Manager will focus on identifying and develop business opportunities and broker and professional relationships, generating compliant profitable sales through the achievement of sales targets, whilst ensuring good customer outcomes. Key responsibilities will include:

  • Working closely with the Regional Director to develop and implement a sales’ strategy for their respective region and target market through the management of key client and intermediary relationships.
  • Identifying and developing sales opportunities from new to Bank customers and brokers, generating sales whilst meeting all regulatory and compliance requirements, ensuring the correct customer outcomes are continually achieved.
  • Promoting, identifying, qualifying and passing on leads to other sales teams, acting as an Ambassadors of the bank at all times
  • Ensuring all paperwork is obtained, facts declared and all due diligence is completed in line with Bank requirements, before submitting quality applications to Credit to support new proposals.
  • Working closely with both the Sales and Operations Team to effectively onboard and drawdown deals for new to Bank clients, retaining overall responsibility for all conditions for a loan until drawdown has occurred.
  • Establishing and maintaining effective and respectful communication links with all relevant departments, and other bank staff to identify all sales opportunities, increased areas of risk or process improvements.
  • Maintaining accurate records of all sales and annual review activity and preparing regular forecasts to enable effective forward planning.
  • Encouraging enrolment of new customers in customer satisfaction surveys to identify scope for improvements in product quality and service delivery.
  • Maintaining a high level of market awareness, monitoring the sales performance of competitors to ensure that the Bank maintains and develops its competitive position, identifying opportunities for new products or product enhancement as appropriate

Our ideal candidate for the Business Development Manager opportunity:

  • Has a proven track record of success in business development and sales, preferably in Financial Services, Banking or a related field
  • Has experience of leading a team and developing individuals to maximise their performance
  • Has a good understanding of the relevant rules under the Financial Services Acts as part of an overall high level of financial and commercial awareness, including knowledge of Credit Analysis and an understanding of Conduct Risk and Consumer Duty requirements.
  • Impressive record of achieving targets
  • Excellent sales, interpersonal, communication, time management, planning and organisational skills
  • An appropriate knowledge and experience of sales and marketing

If you’re interested in the Business Development Manager opportunity, you’re based in or can commute to the East Midlands and you have the skills and experience we’re looking for, please apply with an updated CV today.

Assistant General Counsel

Kind Consultancy is working with a fast-growing challenger bank which is currently seeking an Assistant General Counsel to join their Legal team in a hybrid role requiring fortnightly in-office days in their West Midlands offices. The Assistant General Counsel is responsible for advising on customer and third-party arrangements, supporting internal stakeholders on a wide variety of contract and engagement related issues and advising on legal matters ranging from Commercial Contracts, Employment, Privacy, Corporate, and Tax.

Reporting to the General Counsel, the Assistant General Counsel’s key responsibilities will include:

  • Preparing, reviewing, and negotiating commercial contracts (e.g., service agreements and confidentiality agreements) and advising on customer and/or third-party arrangements
  • Supporting the Bank on a wide variety of contract and engagement related legal issues in collaboration with or under the direction of the General Counsel
  • Advising on all legal matters, addressing potential legal, professional, or reputational risks to the Bank in a forward-thinking manner
  • Collaborating with team members to develop more effective and efficient ways to review and negotiate complex agreements or address new issues (e.g., master consulting agreements)
  • Developing and maintaining standard form contracts and related documents
  • Continuous implementation, review and update of applicable policies in our risk and compliance frameworks
  • Supporting general legal matters – typically commercial contracts or employment issues
  • Work with other members of the Bank on projects in support of broader initiatives
  • Provide training across the organisation on legal matters and compliance.

Our ideal candidate for the Assistant General Counsel opportunity:

  • Is a qualified solicitor or barrister with 1-3 years PQE
  • Can influence, engage and advise across departments.
  • Is an energetic, self-starter attitude with the ability to work with limited oversight.
  • Has good knowledge of banking products and direct experience of the Corporate Banking sector with a preference for recent experience in the ‘challenger’ sector.
  • has commercial common sense, product knowledge and technology experience, ideally with some regulatory experience.
  • Has a good understanding of privacy/employment legislation.
  • Demonstrates excellent communication and analytical skills.

If you have the necessary knowledge, skills and experience and are interested in the Assistant General Counsel role, please apply with an updated CV today.

Mortgage Advice Quality Assurance

Kind Consultancy is working with a successful national Mortgage Network which is currently seeking a Mortgage Advice Quality Assurance professional to join their Mortgage division in a full-time permanent role paying up to £28,000, with a hybrid work model based out of their Birmingham offices (following a fully office-based training period).

Reporting to the Mortgage Advice Support Team Leader, the Mortgage Advice Quality Assurance role will focus on monitoring the quality of advice given by the network’s Mortgage Advisors and provide feedback to the Regional Supervision Managers and Area Supervision Managers or Practice Supervisors, with key responsibilities including:

  • Reviewing allocated cases to assess suitability of advice and adherence to TCF principles, recording activity and outcomes in line with departmental standards and SLA’s.
  • Ensuring that case checks are completed in a timely manner ensuring and in accordance with Network standards ensuring full audit evidenced of case assessments in Toolbox.
  • Ensuring performance management is maintained in supporting departmental case check objectives.
  • Building positive, beneficial relationships with Advisers through regular contact and feedback provided to them.
  • Reporting any breaches of Network and FCA guidelines.
  • Identifying and communicating potential adviser training needs in line with T&C Scheme, Procedures and Processes, providing feedback to the Field Supervision team, where minimum standards are not met.
  • Maintaining personal knowledge of FCA regulatory and internal guidance and procedural changes to ensure accurate assessment of files.

Our ideal candidate for the Mortgage Advice Quality Assurance opportunity:

  • Must hold CeMAP or equivalent (CF1/R01 and CF6)
  • Has 3+ years of recent experience within UK Financial Services
  • Has good knowledge of MCOB, ICOB, the current Mortgage Market and the Suitability of Advice Principles
  • Has a good standard of education (GCSE Maths/English grade C or above)

If you’re interested in the Mortgage Advice Quality Assurance position and you have the skills, knowledge and experience we’re looking for and you’re based in or can commute to Birmingham, please apply with an updated CV today.

 

Compliance Advisory / Policy Lead

Kind Consultancy is working with a fast-growing Consumer Credit business that is currently seeking a Compliance Advisory / Policy lead to join their team in Cheshire in a permanent role with a hybrid work model paying up to £55,000.

Reporting to the Head of Compliance, the Compliance Advisory / Policy Lead will provide proficient advice and assist the company on a wide range of compliance matters, including regulatory and conduct risk issues, ensuring ongoing compliance with all obligations under the regulatory regime. Key responsibilities will include:

  • Leading and managing  the Compliance Advisory/Policy and Risk Events team on a day-to-day basis
  • Ensuring that the business attains the highest standards of conduct and regulatory compliance, in all areas of business operation, to meet all appropriate regulatory and legislative requirements by working closely with first line colleagues to fully embed the regulatory compliance framework
  • Providing subject matter expert advice and guidance as appropriate (CONC, DISP, PERG, SYSC etc.) as well as providing horizon scanning overviews of relevant Compliance matters, escalating risks and issues of concern to the Legal and Compliance Director
  • Undertaking analysis and reviews to support management of the Policy Framework, including governance of policies
  • Creating, reviewing and updating policies, processes, and procedures, overseeing the implementation and embedding of these where appropriate
  • Meeting regulatory/legislative timescales providing well-structured, well-considered summaries of proposed regulatory change to the business and collating responses to the regulator as required
  • Reviewing and providing advice on business owned policies, and procedures as appropriate, ensuring they are aligned to regulatory requirements
  • Writing, reviewing and communicating Compliance owned policies and procedures, ensuring they remain up to date, and regulatory and conduct requirements are articulated clearly for the business to adhere to
  • Helping to ensure timely identification and clear/concise communication to the business of regulatory and conduct developments and their implications
  • Monitoring and assessing changes in the regulatory environment, issuing accurate and concise updates, providing additional commentary and insight on areas of interest for the business
  • Advising on regulatory compliance matters and provide technical guidance, support and feedback on regulatory issues

Our ideal candidate for the Compliance Advisory / Policy Lead opportunity:

  • Has proven Compliance advisory experience within Financial Services (CONC).
  • Has past experience of providing written and verbal advice to 1st Line business areas on the implications of regulatory requirements, of drafting policies, advisory notes/memos, operating processes and procedures and of conducting gap analyses of business processes against regulatory requirements and making recommendations for change.
  • Has demonstrable expertise in consumer credit requirements, preferably gained within the Motor Finance industry.
  • Has detailed technical knowledge and understanding of the following (as a minimum): FCA sourcebooks – PRIN, CONC, DISP, SYSC and legislative frameworks such as the AML, Consumer Credit, Data Protection Act including GDPR.
  • Has a sound understanding of the FCA’s expectations in relation to the treatment of vulnerable customers.
  • Has detailed knowledge of Consumer Duty and delivery of good customer outcomes.
  • Has well developed analytical skills and the ability to distil complex information into high level Briefing Notes/reports.
  • Can analyse and translate regulations into workable policies, processes and procedures.
  • Communicates clearly and concisely on complex regulatory compliance issues in a manner that is understandable for risk focused stakeholders at all levels within the business.
  • Can draft documents/reports to a high standard using Microsoft Office tools.
  • Takes a risk based pro-active approach to regulatory and conduct issues.

If you’re interested in the Compliance Advisory / Policy Lead opportunity, you have the knowledge, skills and experience we’re looking for and you live in or can commute to Cheshire, please apply with an updated CV today.

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