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- Tasks: Manage customer cases in arrears and offer tailored solutions to mitigate losses.
- Company: Shawbrook is a purpose-led bank focused on delivering innovative finance solutions.
- Benefits: Enjoy family-friendly policies, free wellness apps, and a contributory pension scheme.
- Why this job: Join a dynamic team that values innovation, diversity, and professional growth.
- Qualifications: 2+ years in Collections and Recoveries within banking; strong communication and negotiation skills required.
- Other info: Be part of a culture that encourages ideas and values societal impact.
The predicted salary is between 36000 - 60000 £ per year.
The role is part of the Collections and Recoveries team within Risk Services supporting Asset Finance, and/or 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 managing late arrears cases and liaising 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 Person
- Proven track record and at least 2 years’ experience in dealing with Collections and Recoveries accounts in a Banking environment.
- Knowledge of the Asset Finance and/or Residential Mortgage Collections & Recoveries industry is preferred.
- Experience of liaising with third parties, such as solicitors, receivers, and asset managers.
- Understanding of the regulatory environment, particularly Consumer Duty, MCOB, and CONC.
- Computer literacy, including MS Excel and Word.
- Customer-focused approach.
- Strong communication skills, including active listening and clear articulation.
- Problem-solving and initiative.
- Planning, organizing, flexibility, and reliability.
- Negotiating and influencing skills.
- Adaptable and flexible.
- Ability to work with minimal supervision.
- Excellent planning and organizational skills.
- Enthusiastic “can do” attitude.
- Able to work under pressure and meet tight deadlines.
- Accuracy and attention to detail.
- Ability to establish effective working relationships at all levels.
The Opportunity
Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility, and delivery we provide. We are a purpose-led organization, focused on delivering long-term sustainable value for all stakeholders. Our diversified offerings include innovative lending propositions tailored to specific customer needs across SME, Real Estate, and Personal markets. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple digital loans for consumers. We fund our lending through customer deposits, attracting them by delivering a premium experience, choice, and great value. Our business model combines deep human expertise with advanced digital, tech, and data capabilities, enabling us to deliver excellent customer experiences efficiently and at scale. We pride ourselves on our innovative and agile culture, high employee engagement, and being an attractive destination for top talent.
If you’re willing to contribute ideas and believe in possibilities, you fit our culture. Work with us because you:
- Want to be part of a bank built for the modern world.
- Enjoy a challenge and thrive in a fast-paced, innovative, and hardworking environment.
- Find satisfaction in solving complexity and making things happen.
- Value diversity and want to be part of an inclusive culture.
- Care about society and the environment.
- Seek professional growth and self-improvement.
Reward Your Wellbeing - We prioritize your health and well-being with benefits such as:
- Family-friendly policies from Day 1, including Maternity, Adoption, and Paternity leave.
- Free access to Headspace, a mindfulness & meditation app.
- Free access to Peppy, supporting fertility, parenthood, and menopause.
- Employee Assistance Programme (EAP) for support on various subjects.
- Cycle to work scheme.
- Discounts on gym memberships.
- Contributory pension scheme & death in service benefits.
Your Lifestyle - We support work-life balance through benefits like:
- Minimum of 27 days holiday annually.
- Option to buy or sell holiday days.
- Nationwide discounts on gym memberships and high street brands.
- Community and charitable initiatives.
Your Contribution - We reward those who help us succeed through:
- Participation in an annual bonus scheme.
- Proudly recognizing colleagues through our Shawbrook recognition scheme.
Customer Support Officer - Collections Shawbrook Risk Services Glasgow, GB Published on May 14, 2025 employer: Shawbrook Bank
Contact Detail:
Shawbrook Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Officer - Collections Shawbrook Risk Services Glasgow, GB Published on May 14, 2025
✨Tip Number 1
Familiarise yourself with the key banking regulations, especially Consumer Duty, MCOB, and CONC. Understanding these will not only help you in interviews but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Brush up on your negotiation skills. Since the role involves liaising with customers in arrears and external parties like solicitors, showcasing your ability to negotiate effectively can set you apart from other candidates.
✨Tip Number 3
Highlight your experience in collections and recoveries during networking events or industry meetups. Building connections with professionals in the banking sector can lead to valuable insights and potential referrals for the position.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully managed cases in arrears. Being able to articulate your problem-solving approach and the outcomes achieved will demonstrate your capability for this role.
We think you need these skills to ace Customer Support Officer - Collections Shawbrook Risk Services Glasgow, GB Published on May 14, 2025
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Collections and Recoveries, particularly within a banking environment. Emphasise any relevant skills such as negotiation, communication, and problem-solving that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention your experience with Asset Finance or Residential Mortgage Collections, and how you can contribute to delivering good customer outcomes.
Highlight Relevant Skills: In your application, clearly outline your interpersonal skills and competencies, especially those related to customer focus, planning, and organisation. Use specific examples to demonstrate how you've successfully managed cases in arrears.
Showcase Your Knowledge of Regulations: Demonstrate your understanding of banking regulations, particularly Consumer Duty, MCOB, and CONC. This will show that you are well-prepared for the challenges of the role and understand the regulatory environment.
How to prepare for a job interview at Shawbrook Bank
✨Showcase Your Experience
Make sure to highlight your proven track record in Collections and Recoveries. Be prepared to discuss specific cases you've managed, particularly those involving Asset Finance or Residential Mortgages, as this will demonstrate your relevant experience.
✨Understand the Regulatory Environment
Familiarise yourself with key regulations such as Consumer Duty, MCOB, and CONC. Being able to articulate your understanding of these regulations during the interview will show that you are well-prepared and knowledgeable about the industry.
✨Demonstrate Strong Communication Skills
Since the role requires high-level communication and negotiation skills, practice articulating your thoughts clearly. Use examples from your past experiences where you successfully communicated with customers or third parties, like solicitors.
✨Exhibit a Customer-Focused Approach
Prepare to discuss how you prioritise customer needs and deliver good outcomes, especially in challenging situations. Share examples of how you've tailored solutions for customers in arrears, showcasing your problem-solving abilities and empathy.
