First Central

Compliance

• Support the Compliance Advisory Manager and wider Group Companies with compliance
• Provide advice, guidance and constructive challenge on compliance and conduct matters
• Maintain the regulatory papers log
• Produce reports and regulatory summaries
• Conduct regulatory horizon scanning for emerging risks, rules and guidance
• Act as a trusted business partner to key stakeholders
• Provide timely and accurate Compliance sign-off, including for financial promotions and customer journeys
• Support regulatory guidance within the incident management process
• Assist allocated project teams in identifying and recording compliance considerations from inception to delivery
• Advise the business on the practical application of policies and business standards
• Assist with administration of regulatory documentation, reporting and submissions
• Assist in implementing the Group compliance culture
• Comply with the Group Code of Conduct, Fitness and Propriety policies, SMCR Conduct Rules and other relevant standards

Compliance Advisory Officer

Customer Support

• Provide customer service via phone, email and webchat
• Own, improve and shape the customer journey
• Review and improve standard operating procedures and deliver continuous improvement
• Deliver customer service activities and contribute to improvement initiatives
• Represent customer feedback and meet agreed service and performance standards
• Manage caseload and deliver against key performance objectives
• Support customers with policy servicing activities across the non-claims lifecycle via phone and digital channels
• Follow established processes and procedures to deliver accurate customer outcomes
• Provide feedback and insights for process improvements and ways of working
• Participate in testing system and process changes
• Support onboarding of new products and services
• Support testing and implementation of new initiatives
• Comply with the Group Code of Conduct, Fitness and Propriety policies, Company Policies, Values, guidelines and relevant regulations

Compliance Advisory Officer

Customer Services Advisor – Academy