- Run video consultations, establish customer goals, explain plans, answer questions, and guide customers on next steps.
- Handle complex escalations, including vulnerable customers, multiple pension pots, suitability concerns, and off-boarding cases.
- Decide whether customers should be off-ramped and document the rationale and next steps.
- Review engine-generated plans against suitability standards and sign off plans for release.
- Review flagged cases and decide whether to conduct further fact finding, off-ramp, or release the plan.
- Conduct quality checks on advice, calls, and support-team interactions, and feed findings into the T&C scheme.
- Own quality-assurance themes and report findings to governance forums.
- Contribute expert input to House Rules and work with Risk & Compliance to stress test the advice model.
- Partner with Product to improve the fact find, suitability report, and Advisor Management System.
- Coach advisers and Money Guides, support T&C progression, and contribute to recruitment and competence frameworks.
Quality Assurance