Customer Outcomes and Advice Quality Assessor
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Job Description
Quality assessor reviewing mortgage advice and calls for Mojo Mortgages, a UK fintech broker. Ensuring FCA compliance, accurate scoring, customer outcomes, and risk escalation.
Responsibilities:
- Assess mortgage advice against internal standards, the FCA Consumer Duty and the Conduct Rules, meeting T&C Scheme sampling requirements.
- Listen to calls as part of every assessment.
- Complete agreed monthly volumes to quality and turnaround standards set by the Operational Compliance Manager.
- Flag risks early.
- Record outcomes with specific, evidence-based feedback that Mortgage Experts and Sales Managers can act on.
- Apply scoring criteria consistently and explain reasoning in calibration and appeals.
- Escalate compliance risks promptly, identify root causes, and highlight routine checks that could be automated.
- Review Smartsearch referrals, determine additional verification checks, and escalate PEP or sanctions list matches to Risk & Compliance.
Requirements:
- CeMAP 1, 2 & 3 or equivalent.
- Hold, or be able to obtain, the competence status needed to assess advice and sign off assessments under our T&C Scheme.
- Minimum of 2 years’ experience as a QA assessor in financial services, ideally in mortgage advice, with a track record of meeting volume and quality expectations.
- Sound knowledge of FCA mortgage advice requirements, with the confidence to explain and defend scoring decisions on complex cases.
- Exceptional attention to detail and accuracy under pressure.
- Experience of, or appetite to learn, AI and automated tools, with the judgement to test their outputs.
- Comfortable with change.
- Intermediate proficiency in Google Sheets, Docs and Slides.
Benefits:
- Remote working
- Basic Salary of £35,000
- Work from anywhere in the world for up to 22 days per year
- 25 days holiday plus bank holidays (up to 28 days with length of service)
- Pension via Aviva (Pension match up to 5%)
- Sick pay and sick pay insurance
- Wellness programme from Able Futures
- Critical Illness cover & Subsidised private medical insurance
- Death in service Policy
- Enhanced Maternity, primary adoption & Enhanced paternity & secondary adoption pay
- Compassionate leave
- Long service awards up to £5000
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