Join to apply for the Customer Support Officer - Mortgages role at Shawbrook.
Overview
The role is part of the Collections and Recoveries team within Risk Services supporting Retail Mortgage customers.
The role is primarily responsible for pro-active management of cases in arrears, assessing customer circumstances and where appropriate, offering solutions (including tailored forbearance) to mitigate losses and deliver good customer outcomes; this includes the management of late arrears cases and liaison with external solicitors where enforcement action has commenced.
This role requires a high level of communication, negotiation skills, and a thorough understanding of banking regulations relating to customers experiencing payment difficulties, including Consumer Duty.
The Role & Responsibilities
* Pro-active management of cases in arrears, assessing customer circumstances and offering solutions (including tailored forbearance) to mitigate losses and deliver good customer outcomes.
* Management of late arrears cases; liaison with external solicitors where enforcement action has commenced.
* Maintain high standards of communication and negotiation in dealings with customers, supported by a thorough understanding of banking regulations related to payment difficulties, including Consumer Duty.
The Person
Experience Required
* Proven track record and proven experience in dealing with Collections and Recoveries accounts in a Banking environment.
* Knowledge of the Residential Mortgage Collections & Recoveries industry is preferred.
* Experience of liaising with third parties, for example solicitors, receivers and asset managers.
* Understanding of the regulatory environment and in particular Consumer Duty, MCOB and CONC.
Interpersonal Skills and Competencies
* Computer literate, PC skills including MS Excel and Word.
* Customer-focused approach.
* Strong communication, in particular listening skills and communicating with clarity.
* Problem solving and initiative.
* Planning, organising, flexibility and reliability.
* Negotiating and influencing skills.
* Adaptable and flexible.
* Ability to work with minimal supervision.
* Excellent planning and organisational skills.
* Enthusiastic “can do” attitude.
* Able to work under pressure and to tight deadlines.
* Accuracy and attention to detail.
* Ability to establish effective working relationships at all levels.
Rewards
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
* Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
* Free access to Headspace, a mindfulness & meditation digital health app
* Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
* EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
* Cycle to work scheme
* Discounts on gym membership
Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
* Minimum of 27 days holiday per year
* Option to buy or sell holiday days through our flexi-holiday scheme
* Discounts on gym membership nationwide
* Access to discounts on a range of high street and online brands
* Community support and charitable giving
Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
* Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
* Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
Seniority level
* Associate
Employment type
* Full-time
Job function
* Finance and Administrative
Industries
* Banking
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