Debt Compliance Officer - Bournemouth, United Kingdom - Citizens Advice Bournemouth Christchurch and Poole

Description

This is a post that has been developed to undertake a range of compliance tasks to support and develop our volunteers and paid staff in giving excellent quality of debt advice (this role does not include quality assurance for the MaPS funded project).

You will carry out a range of debt and financial wellbeing quality assessments, case checking and supervisions, as well as one to one coaching / mentoring of team members that may need support.

You will need recent experience in an advice-giving role (preferably with a debt bias) and with experience of quality monitoring and assessment.

• To deliver day to day support to all debt and financial wellbeing advisers (excluding MaPS). To assist volunteers as appropriate
• To directly provide technical support to advisers and ensure resources are available so that advisers can provide a quality service
• To ensure that all debt work conforms to quality standards as per Citizens Advice Membership Scheme and awareness of FCA requirements
• To carry out file reviews will all debt advisers to assess quality of advice appointments and to assess case checking protocol
• To undertake case checking/IFRs/QAA as part of the organisation's quality system
• To keep up to date with legislative changes and reviews

• To be responsible for contributing to the organisation's business plans where necessary
• To help gather information and evidence to support the development the Debt related projects

• To ensure compliance of the Performance Quality Framework areas is adhered to by all debt team members
• To attend quality and feedback meetings as and when required
• To complete monthly Independent File Reviews for each debt adviser
• Support the management team to ensure outcomes for the organisation are achieved as identified in our commissioned contracts
• Support members of Senior Management Team, as required, to assess all systems relating to the delivery of debt advice and help implement ways to maximise efficiency and consistency across the organisation

• To undertake quality reviews with all debt advisers
• To work with staff on a 1:1 basis to look at, and improve performance around quality and KPIs
• Attend meetings across the organisation where necessary
• Create a positive working environment in line with organisational expectations so staff can do their best
• Encourage good teamwork and lines of communication of which this role will have a technical supervisory and quality oversight
• To operate an "open door" policy to assist advisers with individual queries
• To make use of "Expert Advice" when required

• To respond to R&C compliance and ensure staff within the debt framework adhere to this through quality checks
• To assist with social policy work as required by the organisation

• To deliver training to staff in areas surrounding technical and quality as and when required

• To support Senior Management Team and team leaders to complete all reports required internally and externally
• To complete data capture to identify monthly trends across the organisation
• To be responsible for maintaining any information systems as deemed appropriate

• To keep up to date with changes in FCA regulations, Advice, Guidance and Information at a local and national level and lead on ensuring the organisation responds to these changes by a technical lead in this area
• To be responsible for identifying own training needs and attend courses as agreed by the line manager
• Attend relevant internal and external meetings as agreed by the line manager
• Prepare for and attend supervisor meetings, supervision sessions and appraisals

• To attend meetings with external stakeholders as and when required
• To deliver presentations and training internally and externally to the organisation as required
• To support the management team to implement action plans and remedial action to ensure all contracts are compliant and any issues are proactively addressed
• To comply with the policies, procedures and guidelines of the organisation
• To abide by health and safety guidelines and share responsibility for own safety and that of colleagues and clients, and to act with efficiency to resolve any issues
• Work cooperatively with colleagues and encourage good teamwork
• Be flexible and be prepared to travel around the Bournemouth, Christchurch and Poole borough as necessary
• Promote the aims, principles, policies, interests and wellbeing of the Service and to protect its integrity and reputation
• Anything else as may be required from time to time by the management team consistent with the job role.