KYC Refresh Analyst

Kind Consultancy is working with a major multidisciplinary bank which is currently seeking a KYC Refresh Analyst to join them on a 12 month contract based in their London offices, paying circa £320 per day via umbrella and with a hybrid work model.

The KYC Refresh team manages due diligence (DD) and KYC (Know Your Customer) information collection and maintenance for existing clients throughout the client lifecycle. The KYC Refresh Analyst’s responsibilities will include:

  • Working directly with internal relationship teams to facilitate client KYC Refresh and CDD for their portfolios.
  • Ensuring that all required AML/KYC regulatory compliance requirements are met, evidence recorded and filed as required by the relevant processes, procedures and standards.
  • Managing their own portfolios of requests ensuring high levels of customer service, accuracy, and pace.
  • Liaising with existing clients with confidence to ensure strict adherence to the bank’s policies, proactively following up with clients throughout the process.
  • Capturing and effectively recording appropriate data in Bank systems in a timely manner throughout the process
  • Performing end to end workflow of KYC on a wide range of client types and risk.
  • Undertaking a daily review of alerts and triage of cases to ensure timely action and ongoing compliance.
  • Communicating with relevant teams and coordinating regular follow ups to complete action items.
  • Identifying and escalating any issues per the defined process to minimise any risk and/or negative client impact.
  • Supporting the Senior KYC Analysts and other teams which may include Financial Crime, Compliance & Operational Risk, Deposit Operations and Audit.
  • Proactively managing complex cases and any issues during the process to bring a swift resolution.

Our ideal candidate for the KYC Refresh Analyst contract:

  • Must have 3+ years of KYC/CCD knowledge & experience
  • Has substantial Onboarding and/or Refresh team experience
  • Is a hardworking, energetic, team player
  • Has excellent Client Service skills
  • Is a problem-solver with an analytical approach
  • Has well-developed relationship building skills and is a good collaborator

If you’re interested in the KYC Refresh Analyst contract and you have the skills and experience we’re looking for, please apply with an updated CV today.

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.

Collections Agent

Kind Consultancy is working with a leading Motor Finance business which is currently seeking a Collections Agent to join them in a full-time 6 month contract paying £150 per day via umbrella. The majority of the role will be hybrid with 2 days per week based in the firm’s Surrey office, after a fully office-based training period.

The Collections Agent will pro-actively contact customers that have fallen into arrears and are experiencing financial hardship, with key activities including:

  • Recovering arrears balances through inbound and outbound customer interactions.
  • Consistently demonstrating conversations with customers in line with call structure guidelines and TCF.
  • Where no immediate remedy can be achieved, utilising sound judgemental and questioning skills on “can’t pay” scenarios to agree reduced payment agreements.
  • Where appropriate, issuing notices and repossession activity on motor finance agreements

For the Collections Agent contract opportunity, we’re looking for candidates who:

  • Have previous Collections experience
  • Are able to support vulnerable customers
  • Have excellent communication skills and telephone manner, with the ability to make customers feel heard and understood
  • Having some knowledge of Motor Finance would be beneficial

If you’re interested in the Collections Agent opportunity, are based in or can commute to Surrey and have the skills and experience we’re looking for, please apply with an updated CV today.

Complaints Coordinator

Kind Consultancy is working with the Financial Services division of a franchised retail business which is currently seeking a Complaints Coordinator to join their head offices in Northamptonshire in a permanent, full time role paying circa £28,000.

The Complaints Coordinator will will be solely responsible for the management of the complaints handling procedures, working closely with the Compliance Team and management to provide thorough and accurate reporting on all complaints and play a key part in the route cause analysis required to adhere to FCA Policy, with key activities including:

  • Maintaining a full and robust understanding of the FCA DISP guidelines and ensuring that all activities within their scope are performed in line with this.
  • Establishing when the customer is making an “expression of dissatisfaction” and manging this appropriately.
  • Answering complaints in line with business complaints handling procedures, where possible resolving customer complaints within 24 hours.
  • Ensuring customers who have suffered or are at risk of detriment are put in the position they would have been had an error not been made
  • Developing and maintaining effective relationships with internal stakeholders, all appropriate regulatory bodies and other relevant third parties (e.g. external advisors).
  • Collaborating with other departments such as legal, credit, portfolio management and customer service to investigate and resolve compliance issues.
  • Maintaining the Customer Complaint System to include follow up with respective stakeholders for final resolution
  • Playing an integral part in root cause analysis and providing recommendations for systematic / process changes that could prevent the volume of complaints.
  • Developing and maintaining robust training documentation for both internal associates but also for the Franchise Network and external sales team
  • Delivering training to Appointed Representatives and Mobile Company Store Managers as a preventative measure where potential issues are identified.

Our ideal candidate for the Complaints Coordinator opportunity:

  • Has previous Complaint Handling experience
  • Can self-manage, working well on their own initiative
  • Has a professional telephone manner
  • Has excellent computer skills and knowledge including Microsoft Office
  • Is a strong written and verbal communicator
  • Has excellent organizational skills and the ability to manage multiple tasks

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

Quality Assurance Analyst

Kind Consultancy is working with the Financial Services division of a franchised retail business which is currently seeking a Quality Assurance Analyst to join their head offices in Northamptonshire in a permanent, full time role paying circa £25,000.

The Quality Assurance Analyst will be responsible for first line of defence audit activity, working closely with management to monitor compliance by Appointed Representative and Company Store Managers.

Key responsibilities of the Quality Assurance Analyst will include:

  • Coordinating and planning to ensure that all audits are carried out and conducted in a timely manner
  • Conducting telephone audits on applications and contracts completed by Franchisees to assess compliance.
  • Monitoring g for compliance as it relates to the Operations Manual, the Financial Services Agreement, regulated Fixed Sum Loan Agreements, Hire Purchase Agreements, Modifying Agreements, or Hire Agreements
  • Reporting comprehensive Audit results in a timely and accurate manner per policy and guidelines
  • Conducting random phone audits based on Health Risk Report metrics for active Franchisees under the direction of the Portfolio and Compliance Managers
  • Developing and maintaining robust training documentation for both internal associates and the Franchise Network and external sales team
  • Delivering training to Appointed Representatives and Store Managers as a preventative measure where potential issues are identified

Our ideal candidate for the Quality Assurance Analyst position:

  • Has previous experience of work  within Financial Services or another regulated environment, preferably in a Quality Assurance role
  • Is able to work to own initiative, with the ability to self-manage.
  • Has a professional telephone manner
  • Has excellent computer skills and knowledge including Microsoft Office
  • Is a strong communicator in both writing and speech

If you’re interested in the Quality Assurance Analyst opportunity, you live in or can commute to Northamptonshire and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

Oversight & Capability Senior Manager

Kind Consultancy is working with a fast-growing Consumer Credit business that is currently seeking an Oversight & Capability Senior Manager to join their team in Cheshire in a permanent role requiring 2-3 days in-office per week.

The Oversight & Capability Senior Manager will be responsible for the development of the Outcome Testing and QA frameworks in line with regulatory requirements including Consumer Duty, with key responsibilities including:

  • Developing and delivering the oversight framework for the first line of defence including Outcome Testing and Quality Assurance Monitoring.
  • Building a company-wide training capability with industry-leading content and delivery capability
  • Developing a business-wide RCA strategy and supporting infrastructure that identifies opportunities for process improvement and implementing improvements to deliver good customer outcomes
  • Working closely with all business units to review customer outcomes using insight to inform strategic decision-making
  • Providing strong leadership and guidance to the whole team, fostering a culture of high performance, accountability, and continuous development
  • Ensuring outcome testing and quality assurance is effective in assessing compliance against all relevant laws, regulations, and industry guidelines, including a working understanding of FCA regulations
  • Remaining informed with regulatory changes, including the Consumer Duty, and ensuring prompt implementation of necessary adjustments to maintain compliance
  • Collaborating with internal stakeholders, including Legal, Compliance, Credit Risk and Finance, to ensure alignment of collection and recovery strategies with organisational objectives and requirements

For the Oversight & Capability Senior Manager opportunity, we’re looking for candidates who:

  • Are able to understand and interpret regulatory rules and guidance within the UK Regulatory Environment including but not limited to Consumer Duty.
  • Demonstrate a sound knowledge of the FCA rules and guidance, Data Protection and other regulatory bodies.
  • Have an analytical mindset with the ability to interpret data, spot trends and identify emerging risks.
  • Are forward-looking strategic thinkers, self-motivated, persistent, diligent and enthusiastic.
  • Have strong influencing and negotiating skills and are precise and clear in written and verbal communication.
  • Are confident in liaising with all levels of staff to enable the cultivation of strong working relationships will all levels of staff including the Leadership team.
  • Are IT literate with proficiency with Microsoft Office Suite.
  • Are experienced in developing and implementing risk-based oversight frameworks and Root Cause Analysis methodologies

If you’re interested in the Oversight & Capability Senior Manager opportunity and you have the skills, knowledge and experience we’re looking for, please apply with an updated CV today.

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