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Job Details
2021-23168 -

Assisted Compliance Specialist

Location(s): London, United Kingdom
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Intuit is a global technology platform that helps our customers and communities overcome their most important financial challenges. We help give over 50 million consumer, small business, and self-employed customers around the world the opportunity to prosper.

Overview

Join the Intuit Customer Success team as a Compliance professional to help us be known for the best customer support in our field. The Customer Success team provides customer support for QuickBooks Online, QuickBooks Desktop, and QuickBooks Self-Employed software for accountants, small business owners, and self-employed individuals in the UK. We’re looking to grow our team of talented individuals to help optimise the customer support experience.

As an Assisted Compliance Specialist, you will be pivotal in ensuring our customer support processes are in compliance with our obligations as an Account Information Service Provider (AISP) under PSD2 regulations, and to external regulators in the Financial Services space. In doing so, the Compliance Specialist will provide timely compliance advice, conduct proactive oversight and monitoring, assist in monitoring control effectiveness, provide training to staff, and assist with new business initiatives (new markets, new products, change in processes, etc.).

You will be a customer ambassador who lives and breathes our Intuit values and is passionate about creating a uniquely positive customer experience while reducing customer friction.

The Assisted Compliance Specialist role in our team has a customer backed mindset, combined with strong analytical and problem solving skills to solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend their service and product experiences. You will work in partnership with our frontline teams, service and support teams.

The ideal candidate will have relevant experience, ideally with a global financial institution, and will have a strong interest and demonstrated ability to further their knowledge with regard to financial markets and products and will demonstrate an ability to become highly conversant with FCA, AISP and PSD2 regulations.

As a new role, you will take ownership to build out and document a best practice set of Standard Operating Procedures to future-proof our delivery of exceptional customer experiences.

What you'll bring

 

  • Two to three years of customer-facing experience in Compliance roles or regulated industry, ideally in banking, financial or accounting fields.
  • Customer-focused, with strong empathy and a passion for delivering the best possible customer experience.
  • Experience of establishing best practice processes and continuous improvement.
  • Excellent computer skills and ability to quickly familiarize yourself with the products, techniques and processes, and to apply the knowledge acquired.
  • Excellent analytical skills, good listener with advanced skills in problem solving.
  • Willingness and ability to contribute to the achievement of team and company objectives while respecting people and maintaining integrity without compromise.
  • Excellent communication skills, oral and written.
  • Previous experience in compliance, accounting or financial services, is desired

Competencies

  • Communication
  • Customer obsession
  • Time & workload management
  • Product and market awareness
  • Listening and questioning skills
  • Leading meetings and calls
  • Effective collaboration
  • Change management
  • Issue and data driven analysis
  • Create influence and alignment
  • Innovation

How you will lead

 

  • Be the ambassador of Intuit by delivering exemplary Service & Support to our Customers.
  • Accountability over Customer Success compliant delivery of complaint resolution.
  • Leverage reporting tools to monitor Customer Success outsource partner adherence to Intuit processes.
  • Learn and utilise specific software tools and problem solving strategies to resolve customer issues, and contribute to continuously improving processes.
  • Meet monthly and quarterly KPI’s as outlined in your input goals.
  • Embody the voice of the customer in our team and help focus attention on users’ pain points in order to prioritize and resolve them.
  • Work in partnership with internal and external stakeholders to develop our customer facing compliance processes including developing and maintaining regulatory awareness among staff.
  • Delivering regulatory change projects and proactively assisting the business in embedding new compliance and regulatory initiatives
  • Raise possible systemic issues to stakeholders for further investigation.
  • Responsible for contacting customers to provide PSD2 mandated updates and resolutions to bank feed complaints.
  • Responsible for proactive outreach to customers as required by Intuit and 3rd party service providers in relation to regulatory compliance.
  • Provide clear and precise documentation, case by case in the database of customer records and knowledge sharing.
  • Participate in additional activity beyond direct customer interactions as required and described by your local market.
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Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
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Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Joylyn Intuit employee
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Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Heather Intuit employee
"By feeding our customers' data through machine learning algorithms, we uncover valuable insights that empower millions of customers to feel more confident about their financial future."
Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Jake Intuit employee
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Alexandria at work
Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Breaunna Intuit employee
"It's a great feeling knowing that when you push out a new feature or fix, our customers notice it and really love the work that we do! Here at Intuit, not only do we have the freedom to work with the newest technologies, but we value solving challenging financial problems for our customers above everything else."
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Chelsia Intuit employee
"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

Hear from our employees

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