Customer Support Officer - Mortgage Collections

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