Customer File and Outbound Call Assurance Service

Introduction

In the current landscape of financial services managing market conduct risk has become more important than ever. It has become critical to ensure that records of client interaction are maintained to reflect both regulatory adherence and ethical conduct in order to evidence fair customer treatment
With the above in mind Compli-Serve offers a solution through its File and Call Assurance Service.

Who We Are

Compli-Serve is a locally based leader in compliance solutions, with years of experience and a team of compliance professionals, we can provide support to enhance your firm’s compliance framework effectively.

What We Offer

Our File and Call Assurance provides reviews of client files and outbound sales communications, on the detection, mitigation, and prevention of non-compliance and unethical practices. Our approach aims to ensure that your customer interactions and record-keeping are not only compliant with regulations but also foster a culture of transparency and ethical responsibility.

Detailed Service Description

Objectives

Regulatory Compliance: Ensure that client interactions and file management practices are in line with regulatory expectations.
Quality Assurance: Uphold high standards of accuracy and professionalism in client communications and documentation.
Risk Management: Proactively identify and address risks linked to non-compliance and errors in client file and outbound call management.
Enhanced Consumer Protection: Promote fair treatment of customers by adhering to regulatory standards and advocating for their rights.
Preventing Misconduct: Detect and address potential misconduct early, such as mis-selling, or failure to disclose necessary information.

2. Scope

Call Monitoring: sampling of outbound client calls to ensure they meet compliance protocols (follow scripts).
File Auditing: Conduct regular audits of client files for completeness, accuracy, and regulatory adherence.
Feedback and Learning: Provide reports leveraging insights from our monitoring and audits to provide feedback to clients stakeholders.

3. Process Design

Call Monitoring Procedures: Review existing procedures for recording, reviewing, and assessing client calls, including random sampling and targeted reviews based on risk assessments.
File Review Checklists: Review existing checklists to ensure that they conform to regulatory requirements to ensure all necessary documents are accurately maintained.

4. Stakeholder Engagement

Regular Stakeholder Reports: Provide clear, transparent reports to stakeholders on conduct risk assessments, findings, and improvements.

If you are interested and require more information, please email info@compliserve.co.za