Customer Support Officer - Collections Shawbrook Risk Services London, GB Published on August 7[...]

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 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.

Key Role Responsibilities

• Engage with customers experiencing payment difficulties to understand their circumstances, assess their individual needs, agree appropriate forbearance whilst ensuring good customer outcomes are delivered.
• Delivering good customer outcomes is central to the FCA’s expectations of firms’ conduct and that all colleagues will be required to demonstrate a knowledge of this key operating principle and actions taken are aligned to Consumer Duty requirements.
• Demonstrates a full understanding of FCA regulation, including CONC and MCOB, as it affects the management of customer accounts.
• Manage and support vulnerable customers in line with company policy.
• Operate within a set of delegated authorities as defined by the business.
• Maintain accurate and complete customer records, including detailed rationale to support decision making.
• Escalate potential issues or risks to the Collections Manager and/or the Head of Collections & Recoveries, in a prompt and effective manner.
• To minimise the number of repetitive enquiries from customers, adopting a ‘getting it right first time’ approach.
• In situations where forbearance has been exhausted, assess whether it would be appropriate to commence enforcement action to take possession and then sell our asset.
• Liaise with internal and external colleagues/contacts, may include external solicitors and asset managers where enforcement / repossessions proceedings have commenced.

• Provide recommendations for improvements to processes, systems, procedures and controls.
• Provide administrative support such as managing a generic mailbox, managing referrals from outsourced service providers and other ad-hoc duties.

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, 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.

May be required to travel to other Shawbrook premises

• Permanent / 37.5-hour week.
• Able to work extended hours on occasions when required.
• Flexible working approach between office and working from home.

The Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Reward

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
• Contributory pension scheme & death in service

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

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