What you will do:
1. Proactively communicate with customers, third party debt advice organisations and third-party suppliers through written and telephone-based channels in a timely manner ensuring all parties are kept fully informed throughout the duration of the recovery process
2. Ensure smooth recovery of monies in line with FCA requirements and team objectives are delivered
3. Ensure any complex cases that can't be recovered/resolved are escalated to the relevant parties in a timely manner and all parties are kept fully informed until resolved
4. Regularly update accurate records of debt recovery cases and data in relevant tools and systems in line with company procedures and provide any relevant data/reports for management relating to personal and recoveries activity as and when required
5. Build and maintain solid working relationships across the business, specifically across borrower services and Accounts to ensure effective resolution of bad debt cases
6. Assess the affordability aspect when setting an arrangement to pay, an understanding of how consumers operate and the barriers to making payment
7. Operate in manner compliant with all applicable regulations and relevant business risks, ensure relevant processes are followed and any breaches/non-compliance is highlighted immediately to manager and compliance
8. Develop own knowledge of relevant our products, as well as regulatory practices and procedures, service standards, processing and systems relating to recoveries/customer operations
9. Complete timely and accurate administration processes to support front and back end operations
10. Any other duties as required that reasonably fall within the role
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.
What you will need:
11. A good understanding of working with customers in financial difficulty
12. A good understanding of modern debt collection and recovery methodology is desirable however not essential
13. Customer service experience is desirable
14. Previous administration experience is desirable however not essential
15. Strong verbal and written communication skills
16. Competent skills in Microsoft Office
17. Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
Our promise to you…
• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!