Kind Consultancy is working with a Financial Services Regulatory Body which is currently seeking a Quality Checking Specialist to join them in a permanent, full-time role with a hybrid work model requiring 2 in-office days per week in London, paying up to £60,000.

The Quality Checking Specialist will be responsible for first line checking of Claims Reviewers quality, as well as completing targeted reviews of in-progress claims to identify and prevent poor customer experience, with key role activities including:

• Checking claims are being processed in line with rules, policies, customer standards and service level agreements
• Performing independent checks of claims being used to demonstrate competency of handlers and reviewers
• Using data to identify potential customer service issues
• Identifying and reporting on root causes of issues found
• Completing relevant claim checks to the appropriate standards
• Building effective relationships internally and with third parties including FCA, PRA, Insolvency Practitioners to assist organisational readiness and resolution of claims issues where required
• Ensuring good governance of claims in place for effective reporting
• Ensuring risks to delivery are identified and effectively managed
• Provide coaching and mentoring to other members of the Customer Area

Our ideal candidate for the Quality Checking Specialist opportunity:

• Demonstrates expert knowledge of UK Financial Services rules, policies, and processes.
• Has In-depth knowledge of claims handling across different product lines
• Demonstrates technical knowledge of claims assessment processes
• Has substantial experience in Financial Services complaint handling
• Is able to manage the expectations of senior stakeholders
• Is able to provide meaningful feedback and manage difficult conversations
• Has a track record of producing effective action plans, data and progress reports

If you have the necessary skills, knowledge and experience, live in or can commute to London and you're interested in the Quality Checking Specialist position, please apply with an updated CV today.