Quality Assurance Officer – Collections and Recoveries

Our client is a specialist UK savings and lending bank founded in 2011 to serve the needs of SMEs and individuals in the UK with a range of lending and saving products.

Job Responsibilities

  • Responsible for completing monthly Quality Assurance (QA) activities – focusing on identifying failures in Controls, Oversight, Reporting, Regulatory process requirements & unfair customer outcomes.
  • Provide support to the Risk & Quality Assurance Manager and the management team to ensure that the actions undertaken by the in-house operations teams and our external business partners (third party service providers) are in line with our policies and procedures. This covers the Arrears management across the following business units; Commercial Property, Residential Mortgages, Unsecured Consumer Lending and Business Finance.
  • Focused End-To-End care reviews to ensure actions taken have achieved a fair customer outcome in line with MCOB & CONC where applicable. 
  • To carry out the relevant checks on actions taken which are both automated and manual, highlighting any issues to the Risk & Quality Assurance Manager and in turn feedback findings directly to the relevant operations team or external business partner
  • Escalate any findings which may warrant a risk event to be raised via Metric Stream to Risk & QA Manager
  • Track, report and present on findings and risks identified from all QA activities carried out.
  • To prepare appropriate analysis and provide recommendations for improvements to processes, systems, procedures and controls.
  • To be flexible with responsibilities and have a positive attitude towards any changes to role, company/departmental objectives, priorities and targets
  • Requires traveling between Brentwood & Redhill to outsourced provider, other third parties and different Shawbrook offices when required to test and review their control framework as well as completing specific controls testing.

Experience Required

  • Minimum 1-2 years Quality Assurance / Operational Risk experience
  • Minimum 3 years banking industry experience
  • Experience of working to tight deadlines
  • Experience/knowledge of TCF, FCA, CCA, MCOB & CONC.
  • Experience of working in a team
  • A good understanding of commercial, second charge residential mortgages, unsecured consumer loans and Business Finance
  • A good knowledge of Collections & Recoveries processes & procedures

Technical/Specialist Knowledge & Skills


  • Computer Literate (good knowledge of MS Office suite – Excel, Word, Power-Point)
  • Record/File Management
  • Arrears Procedures
  • Industry Awareness – regulations (TCF, money laundering, FCA etc.)
  • Mortgage/Lending Principles & Practice
  • Company Compliance


  • Adaptable & Flexible
  • Excellent verbal and written communication skills.
  • Ability to work as part of a team.
  • Excellent planning and organisational skills
  • Enthusiastic “can do” attitude
  • Able to work under pressure and to tight deadlines
  • Accuracy & Attention to detail
  • Professional, well presented
  • Establishes effective working relationships at all levels
  • Customer Focused approach