Quality Assessor
Location(s) Clonskeagh, Dublin 4
Employment Type Permanent
Job Listed 16-Aug-2018
Job Description

Quality Assessor (QA) Permanent role



The Company

Start Mortgages is a specialist mortgage servicer managing over 6,700 mortgage accounts. Start has a staff of 80 and employs best in class customer and real estate management techniques while working with customers in mortgage arrears. Start is authorised as a retail credit firm by the Central Bank of Ireland and has a strong compliance culture, with all relevant codes of conduct embedded in the business.  The Company was acquired by the Lone Star private equity group in December 2014.  Lone Star Funds is a global player that invests in real estate, equity, credit and other financial assets.  Since its establishment Lone Star Funds have organized seventeen private equity funds with aggregate capital commitments of over US$70 billion.



The Role

The QA is responsible for assisting the Manager in ensuring the quality of all activities undertaken by team members and for ensuring Compliance with the Central Bank of Ireland’s Code of Conduct on Mortgage Arrears (CCMA), Consumer Protection Code (CPC), Consumer Credit Act (CCA), Data Protection Acts and Start Mortgage’s Procedures.



Key Responsibilities

  • Assist the Line Manager in managing individual performance with regards to compliance and regulatory requirements.
  • Coach and develop team members in the area of compliance and regulation.  Work with each Team member to assist them to improve and change their compliance performance.
  • Act as an expertise and knowledge focal point for Team members in the area of internal procedures and Central Bank compliance.
  • Maintain up-to-date knowledge of all relevant compliance requirements.
  • Monitor and assess the effectiveness of telephone calls and ensure that they comply with Regulations and the Start Mortgage’s communications policy.
  • Assess the quality of completed Standard Financial Statements to verify the accuracy of the information recorded and the quality of assessments undertaken.  Monitor for compliance with the Mortgage Arrears Resolution Process and with Start Mortgage’s suite of available options.
  • Carry out case reviews to ensure overall case management is appropriate and in line with Start Mortgages procedures and the Code of Conduct on Mortgage Arrears.
  • Review the quality of outbound written correspondence and ensure it is written in plain English; is easily understood and that all issues/queries are dealt with where the letter is in response to inbound correspondence.
  • Review the quality of outbound correspondence relating to complaints and MARP appeals.
  • Undertake audits to assess compliance with Regulations and internal procedures.
  • Produce reports in relation to the quality of compliance/regulatory performance, highlighting issues to management.
  • Review and provide commentary in relation to exception reports where Quality KPIs are not met.

§  Continuously liaise with the Line Manager to provide input for improvements in quality procedures and systems.

  • Assist with training in relation to Start’s procedures and process maps.



Knowledge and Experience

§  Minimum 3 years in a Quality/Compliance role in a mortgage environment is essential.

§  Two year’s experience of coaching or managing performance is an advantage.

§  Experience of working in an Arrears Support Unit or retail banking/mortgage Customer Services unit, is an advantage.

§  Excellent, in-depth and up-to-date knowledge of the CCMA, CPC, MCC and how to apply these through interaction with our customers.

§  Knowledge of GDPR requirements.

§  Knowledge of Anti Money Laundering Act.

§  Excellent written and verbal English language skills.

  • Excellent reporting/analytics and PC skills (use of database, Excel, Word, Power Point, Outlook).

·         APA (Loans) or similar qualification is desirable.



Personal Competencies

  • Proven ability to meet performance targets within a demanding and challenging environment.

§  Personable and approachable.

§  Ability to motivate people to work under pressure and within deadlines.

§  Excellent people management skills and use of initiative with ability to follow through and complete.

  • Confident and self-driven.



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