Purpose of the role: • To undertake the documented PEP (Politically Exposed Persons) Middle Office processes for the identified PEP population within Corporate Banking Division to the standards determined by Group AML Policy. Incorporating the completion of PEP documentation and underlying Customer Due Diligence to the required risk standard• When requested to do so by the Team Manager, undertake Quality Assurance checks on the PEP case ahead of file leaving Middle Office to Relationship Managers or First Line Of Defence.• When requested to do so by the Team Manager, deputise for the Team Manager in his/her absence.• Undertake Enhanced Due Dilligence on identified PEPs • Undertake KYC CDD for identified PEP associated legal entities, namely identification & verification checks fully in accordance with current operating procedures and CBD/Group Policy.

Role PurposeThe purpose of this role is to carry out enhanced due diligence (EDD) on new and existing high risk customer entities and individuals including politically exposed persons (PEP) relationships Major Activities and ResponsibilitiesEnsure that the Anti Money Laundering (AML) Central Support Team achieves its targets for regulatory compliance Provide advice, guidance and training to less experienced colleaguesRespond to helpdesk queries from the Frontline, providing advice and guidanceEnsure that PEP/high risk markers have been applied to customer records on the back office system as appropriateSubject new high AML risk cases to full AML risk assessment by carrying out enhanced due diligence checks and preparing high risk customer files in accordance with RBS AML/STF policy and UBG operating proceduresProcess periodic reviews for high risk customers and carry out event driven reviews that result from AML triggers and alertsRemediate existing high risk customer recordsPerforming other tasks as directed by the Team Manager and according to operational needs

•To Investigate the sales of PPI arranged with Loans for Lloyds TSB.•To assist with process change to streamline workflows.•Maintaining high quality scores whilst always obtaining the required target.•To establish complaint points and look into the suitability of the policy based on the customer’s personal circumstances at the time of the sale.•Contact customers to get their recollections of the point of sale and to investigate fully the details of the customer's complaint•Reviewed all documentation from the sale to establish whether the customer was in a position to make an informed decision regarding PPI.•Make a final decision based on the customer’s eligibility and suitability, also taking into account the fairness of the sale.•Ensuring cases are resolved within the FSA timeline, often working many extra hours to avoid breaching Service Level Agreements.

•To investigate, assess and decide the best resolution of complaints handled from both customer and business perspective.•To ensure that all complaints handled are properly recorded and compliant with FSA regulations.•To provide support and manage the quality of complaint handling within their business areas of responsibility across the group.•To work to and abide by the FSA’s TCF principles/outcomes and the YBS group TVF principles.•To collate and supply relevant MI on a regular basis to their areas of responsibility.•Ensure continual monitoring of the complaint process, quality, fairness and timescales to ensure compliance with regulatory requirements.•To record, investigate and resolve complex complaints – incl. recommendation of compensation where applicable.•To ensure that the FSA’s principles on TCF are considered with every complaint investigation and outcome.•Establish and report root causes of complaints, challenge/question group systems/procedures where appropriate, contribute to resultant improvement initiatives as required.•To work with/support the Financial Ombudsman Service on escalated complaints to achieve final resolutions and challenge FOS decisions where appropriate.

To contribute to the achievement of individual and branch income targets in accordance with Society Sales Policy and ensure that the Retail Standards are deliveredTo promote the Society’s full range of savings, investment, protection and mortgage products, making referrals or appointments to Authorised and Non Authorised Customer Consultant or Aviva Financial Consultants as appropriate.To deliver Retail Standards and to exceed customer expectations, by offering an exceptional customer experience.To proactively identify sales leads to generate referrals to the Customer Consultant.To perform cashiering and administrative duties in accordance with procedures and business requirements identifying further sales opportunities and leads.Contribute towards Branch meetings challenging practices and improving sales and service standards to enhance the customer experience.To ensure audit, regulatory, statutory, compliance and Data Protection standards are adhered to.Maintain accurate customer information and referral records.Achieve/exceed both business and core competency objectives in line with the On Line Performance Agreement.

To process checks on subjects who will have substantial access to children and vulnerable adults in their occupationKey Skills and Experience:•To undertake intelligence gathering work by thorough interrogation of on-line information databases (e.g. CRIS, CRIMINT, Custody, Firearms, Record Management Systems and Police National Computer Databases) and by telephone liaison with both internal and external information sources. (e.g. Criminal Courts, Borough Intelligence Units, County Forces and Individual Police Officers).•To evaluate and record acquired information, prepare and collate evidence that make an individual a cause for concern to the role applied for.•Deal with general telephone enquiries from outside organisations or from individuals enquiring about our processes and/or their criminal record.