CASS Analyst Job Specification

Quai Digital – Operations Team

Role Title: CASS Analyst

Department: Operations

Reporting To: Director of Operations

Location: Peterborough

Quai Digital is a leading fintech outsourcing business specialising in providing innovative pension, SIPP, and investment administration services to regulated clients. We are committed to maintaining the highest standards of regulatory compliance, particularly under the Financial Conduct Authority (FCA).

The CASS Analyst is a critical role within the Operations team, responsible for ensuring Quai Digital's compliance with the Financial Conduct Authority's (FCA) Client Asset Sourcebook (CASS) rules.

The role involves a combination of advisory oversight and monitoring activities to safeguard client money and custody assets across all operational processes. This position is vital to maintaining the firm's regulatory integrity and protecting client interests.

CASS Oversight & Advisory

• Advisory: Provide guidance and subject matter expertise on CASS compliance to the Operations, Finance, and Client Services teams.
• Policy & Procedure: Assist in the maintenance, review, and enhancement of CASS policies, procedures, and internal control frameworks to align with regulatory changes.
• Risk Management: Identify, assess, and manage CASS-related risks within new and existing operational processes, particularly those involving client money and custody assets.
• Monitoring & Reporting
• CASS Reconciliation: Perform daily and non-daily reconciliations, ensuring accuracy between internal records and external bank/custodian statements, investigating and escalating breaks promptly.
• Internal Assurance: Execute routine and ad-hoc monitoring of operational controls related to CASS 6 (Custody Rules) and CASS 7 (Client Money Rules).
• Breach Management: Log, track, investigate, and report CASS breaches to the CASS Oversight Manager, ensuring timely remediation actions are completed and documented.
• MI & Reporting: Prepare regular Management Information (MI) reports for senior management and the Board on the status of CASS compliance, control effectiveness, and risk exposure.
• General Compliance & Projects
• Audits: Act as a key contact for internal and external CASS audits, providing documentation and explanations of control effectiveness.
• Training: Develop and deliver CASS awareness training to operational staff to embed a strong compliance culture.
• Project Support: Participate in business projects, system changes, and new product launches to ensure CASS requirements are incorporated from the outset.

Required Experience & Skills (Must-Have)

Candidates must possess the following qualifications and experience:

• CASS Expertise: 1–3+ years of experience in a dedicated CASS-focused role within a regulated financial services firm (e.g., Investment Management, SIPP Provider, Broker).
• Regulatory Knowledge: Strong working understanding of the FCA Handbook CASS rules and their practical application to operational processes (specifically CASS 6 and CASS 7).
• Analytical Skills: Excellent analytical and problem-solving abilities with meticulous attention to detail.
• Systems Proficiency: High proficiency in Microsoft Excel and experience using accounting or reconciliation systems.
• Communication: Strong written and verbal communication skills suitable for regulatory reporting and providing internal advisory.

Highly Desirable Attributes

The following skills and experience would be highly advantageous:

• Sector Focus: Experience with the CASS rules specifically relating to Pensions (SIPP) and Investment Administration.
• FCA Knowledge: Working knowledge of other relevant FCA rules, such as COBS (Conduct of Business Sourcebook), SYSC (Senior Management Arrangements, Systems and Controls), and DISP (Dispute Resolution: Complaints).
• Professional Development: Formal CASS-specific training or certification.
• Soft Skills: Proven ability to articulate complex regulatory concepts to non-experts and develop CASS awareness training materials.

INCIDENTS & COMPLAINTS ANALYST

Overall purpose of the job:

Reporting into the Operations Support Manager, the Incidents and Complaints Analyst is responsible for monitoring, analysing, and investigating operational incidents and customer complaints. The role requires root cause identification, timely resolution, trend analysis, and continual improvement recommendation making. This must be whilst meeting regulatory requirements and upholding Consumer Duty standards to deliver good outcomes for pension scheme members and customers.

Main Activities & Responsibilities:

• Investigate and analyse operational incidents and collaborate with internal teams to ensure timely corrective action and preventative measures are implemented to mitigate the risk of recurrence.
• Produce incident trend analysis MI and commentary for Operational Managers and Senior Leadership Team.
• Completion of price comparisons and any loss/gain analysis for customers that may have been financially disadvantaged by an incident.
• Logging and acknowledging incoming customer complaints and maintaining the Complaints Register and dashboard.
• Perform thorough investigations into complaints to understand the root cause and provide clear written responses to customers.
• Liaise with operational teams to gather evidence to inform resolutions as well as identify systemic issues where trends emerge.
• Ensure that complaints are managed and resolved within the agreed timeframes.
• Apply Consumer Duty principles by focusing on good customer outcomes in all investigations and recommendations made to operational teams.
• Cooperate with the Financial Ombudsman Service (FOS) when complaints have been escalated to collate all relevant information.
• Bi-Annual collation the information for the Complaints Return for the Financial Conduct Authority.

Knowledge, Skills, and Personality:

• Experience in pensions administration, financial services, or a regulatory environment.
• Analytical mindset with a methodical approach to problem solving and investigation.
• Excellent written and verbal communication skills, particularly in writing formal responses.
• Previous experience of incident analysis and/or complaints handling.

Education, qualifications, and special training:

• A qualification in pension administration is desirable but not essential as support can be offered with professional qualifications.

Location & Hours

This role can be based in Peterborough with potential regular travel to the Nottingham site when required.

Quai Digital, 16 Tesla Court, Innovation Way, Peterborough, PE2 6FL

Quai Digital (Intelligent Money), The Shire Hall, High Pavement, Nottingham, NG1 1HN

35 hours per week, Monday to Friday 9am to 5pm

Hybrid working is supported with 2/3 days in the office

Quai welcomes everyone and embraces diversity and equal opportunities for all. We're committed to creating an inclusive team with a variety of backgrounds, perspectives, and skills. We celebrate difference and encourage everyone to be themselves at work.