Chetwood Bank

Insurance

• **Savings & Unsecured Lending Specific**
• - Carry out timely and accurate QA reviews across savings operations, shared services and unsecured lending material outsourcers, ensuring all activities comply with internal policies regulatory requirements and the bank’s quality assurance framework.
• - Perform single‑interaction quality assessments across customer servicing channels, including inbound calls, live chats, and webform submissions to evaluate accuracy, completeness, conduct and customer outcomes.
• - Conduct single‑interaction testing on fraud and financial crime operation activities, ensuring controls are followed, risks are appropriately managed and customer outcomes remain fair and compliant.
• - Undertake outcome based testing on high‑risk operational processes, including complaints handling, vulnerable customer interactions and any activity with heightened regulatory or conduct risk.
• - Provide oversight of offshored operational processes, ensuring quality standards, control expectations and customer outcome requirements are consistently met.
• - Provide oversight of material outsourcer servicing activity, ensuring outsourced partners operate in line with contractual obligations, regulatory expectations and the bank’s quality and conduct standards.
• **Secured Lending Specific**
• - Carry out timely and accurate QA reviews across secured lending operations and shared services, ensuring all activities comply with internal policies, regulatory requirements and the bank’s quality assurance framework.
• - Perform detailed outcome testing on underwritten secured‑lending cases to ensure decisions are accurate, policy‑compliant and aligned with the bank’s credit risk appetite.
• - Review the rationale and evidence supporting each underwriting decision, confirming it is transparent and consistent with FCA expectations and internal governance frameworks.
• - Perform single‑interaction quality assessments across all lending support channels, including calls, live chats, webforms, broker registration and due diligence reviews to evaluate accuracy, conduct and completeness.
• - Conduct single‑interaction testing on fraud and financial crime operations, ensuring controls are followed, risks are appropriately managed and customer outcomes remain fair and compliant.
• - Evaluate end‑to‑end customer outcomes across completion activity, confirming that all pre‑completion checks, legal requirements and offer conditions have been met before funds release.
• **Stakeholder Relations**
• - Build strong collaborative relationships with key stakeholders across savings, shared services and secured lending operations to support a cohesive control environment.
• - Act as a trusted partner to operational leaders by providing clear, evidence‑based insights that help improve quality, reduce errors and enhance customer and business outcomes.
• - Maintain professional, constructive relationships that encourage open dialogue, transparency and continuous improvement across all in-scope functions.
• **Remedial Actions **
• - Track the full lifecycle of remedial actions from identification through to closure, ensuring clear ownership, realistic deadlines and appropriate prioritisation based on risk and customer impact.
• - Validate the effectiveness of completed remedial actions, confirming that underlying issues have been fully resolved and that controls have been strengthened to prevent recurrence.

Quality Control & Assurance Officer

Financial Planning and Analysis

• Development and ongoing validation for the suite of models used in the IFRS 9 ECL calculation.
• Ownership of monthly model monitoring for review by model governance committee, credit risk committee and board risk / audit committees.
• Maintaining oversight of all models as per the requirements set out in Chetwood’s model governance framework.
• Assist in the development and maintenance of financial models across the business.
• Support the build out of the credit and market risk models for Chetwood's Wholesale portfolios.
• Support wider finance/risk projects, including financial planning and ICAAP.
• Assist in preparing materials and analysis for internal and external stakeholders.

Financial Modeller

Analyst

• As a Mortgage Servicing Senior Analyst, you will ensure that service providers meet contractual commitments whilst maintaining performance and managing risk.
• Where necessary you will be expected to challenge existing performance, whilst maintaining robust governance routines. You will remain up to date with upcoming industry changes and regulatory requirements.

Senior Mortgage Service Analyst

Customer Support

• Answering inbound calls, addressing customer queries and questions.
• Responding to customer queries and resolving issues through web-chat and email.
• Providing customers with information about our products and services.
• Responding to more complex queries, resolving problems and issues faced and presented by customers.
• Ability to adapt and be flexible to meet demands of contact across multiple communication channels.
• Identify and handle customer complaints in line with regulatory frameworks and policies, whilst remaining focused on the customer journey and experience.
• Ensuring that emails and letters to customers comply with regulation, as well as responding to data subject access requests.
• Identify potentially fraudulent applications and report any findings to the relevant team.
• Update host systems with information and details of customer interactions.

Quality Control & Assurance Officer

Financial Modeller

Senior Mortgage Service Analyst

Customer Service Agent