Outreach/Redress Analyst

  • Location


  • Sector:


  • Job type:

    Contract / Interim

  • Salary:


  • Contact:

    Amy Leavy

  • Contact email:


  • Job ref:


  • Published:

    7 months ago

  • Expiry date:


  • Client:


The role of the Review Officer is to undertake the investigation and conclusion of individual cases identified within high risk regulatory remediation projects, as required by the regulator and/or senior management. The successful candidate will play a significant part in achieving the department's overall objects by, completing all remediation work in line with business requirements, whilst adhering to internal policies, procedures, controls and regulatory compliance.

The department operates in a highly regulated environment adhering to the Financial Conduct Authority's standards.

Responsibilities will include:

  • Undertaking case investigations to ensure the correct outcome is achieved for the customer, in line with the project and business requirements. This will include; handling post (in/out), complaint handling, call handling (inbound and outbound), processing payments, creating offer letters/ composing free format response paragraphs/ letters (as appropriate).

  • Planning and prioritising work appropriately considering importance, urgency, customer and business impact.

  • Engaging with the customer over the telephone and in writing, to ascertain sufficient information for a robust assessment to be undertaken, together with completing a calculation of redress if relevant.

  • Analysing information and identify key factors. Consider options available and takes decisions strictly within the work guidelines stipulated by the regulator and advisory bodies.

  • Developing working relationships with team members and other departments working on the projects, to ensure efficient and reliable working practices.

  • Contributing to the team's, challenges existing practices and generates new solutions. Assists colleagues to meet deadlines and standards.

  • Assessing the operational risks associated with the role and inherent in the business.

  • Adhere to all internal processes and procedures.

The ideal candidate for this role will have:

  • An understanding of the regulatory frameworks and compliance requirements associated with financial services.

  • Ideally experience of working in one or more of the following environments; mortgages, complaints, collections, quality control/ assurance, remediation projects and the financial industry.

  • Computer-literate with experience of using relevant software packages, i.e. Microsoft Office applications (Word, Excel, Visio, PowerPoint).

  • Able to work flexible hours in accordance with the project and business requirements.

  • Clear Communicator - excellent verbal and written communication skills.

  • Ability to identify, assess and mitigate risks.

  • Excellent attention to detail required at all times to ensure accuracy in recording, storing and maintaining critical data.

  • Planning and organising / time management skills.

  • Confident decision maker.

  • Able to build and maintain relationships with internal and external stakeholders.

  • Able to develop and train less experienced staff.

  • Ability to deliver feedback to colleagues in a professional manner.

  • A flexible and adaptable approach to change.

  • Ability to work as an integral part of a team.