Customer Support Officer - Mortgage Collections

Benefits

Additional Information

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. 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. 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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