Investigations Officer

To investigate concerns raised about advisers and firms within the Sesame network, identify any risks to customers or the business, and recommend appropriate action to improve standards and customer outcomes.

Responsibilities

• Investigate concerns, allegations and complaints relating to network firms and advisers.
• Gather and review information from customer files, business systems, case reviews, interviews and third parties to establish the facts.
• Conduct interviews with advisers and firms, either remotely or face-to-face, where further information is required.
• Produce clear investigation reports that summarise findings, identify root causes and recommend appropriate action.
• Decide on suitable remedial actions, training requirements or disciplinary outcomes in line with company policies and procedures.
• Work closely with lenders, providers and internal teams to gather information and share investigation outcomes where appropriate.
• Escalate concerns involving potential fraud, financial crime or serious regulatory issues to the appropriate teams.
• Maintain accurate records, case files and management information for all investigations.
• Support appeals, references and governance reporting by ensuring investigation outcomes are accurately recorded and communicated.
• Identify trends, recurring issues and areas where improvements are needed to reduce future risk.
• Build effective working relationships with advisers, firms, lenders, providers and colleagues across the business.
• Identify opportunities to leverage AI and digital tools to enhance oversight effectiveness, insight and operational effectiveness.
• Undertake ad hoc projects and duties as required to support departmental and business objectives.

Critical behaviours required

• Acts with integrity, professionalism and good judgement.
• Makes objective, evidence-based decisions.
• Takes ownership and accountability for outcomes.
• Maintains a questioning and inquisitive mindset.
• Builds effective relationships with stakeholders.
• Proactively identifies and escalates risks and opportunities for improvement.

Personal profile

Qualifications required 

Experience required

Essential

• Experience working in financial services.
• Experience of carrying out investigations, reviews or oversight activities within a regulated environment.
• Experience reviewing customer files and identifying risks or quality concerns.
• Experience writing reports and presenting findings.
• Experience dealing with advisers, firms or other stakeholders on sensitive matters.

Desirable

• Experience within a mortgage and protection network.
• Experience conducting formal interviews.
• Experience handling financial crime, fraud or conduct-related investigations.

Our Expectations

Our Approach to Risk Management

• You will require an awareness of operational and regulatory risk, which may impact on SBG. You will be responsible for reporting to their line manager any risk which may impact on the business.

Three Lines of Defence Risk Management Model

• You will be required to deliver your role competently and comply with the relevant standards and procedures, ensuring that SBG deliver a service where suitable advice is given to the end consumer, which is adequately recorded and ultimately promotes good customer outcomes. This can either be through direct influence or in a support services capacity.

The Consumer Duty Principle

• You will be required to highlight to your line manager procedures and processes that may impact on SBG’s ability to deliver good outcomes for retail customers and/or may lead to foreseeable harm. Where possible and relevant to your department, put forward suggestions that could positively impact the outcomes achieved by retail customers.

Information Security

• You will need to be aware of all information security principles, policies and procedures and ensure these are followed on a day-to-day basis. You will be required to remain vigilant at all times and report any security concerns, suspicions and/or breaches in a timely manner.