Arrears Specialist

at  Metro Bank PLC

Team Operations
Location Leicester Office
County Leicestershire
Ref # 22689
Closing Date 14-Feb-2025
We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first – our culture is all about bringing out the best in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.

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!)
• We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible - you will be based on site in our Leicester office full time (5 days per week) for your first 6 months of training, after that you can work hybridly (min 3 days per week in office)
  Important Footnote
  Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!

• As an Arrears Specialist at Metro Bank you will work closely with our customers, mainly in a telephony environment, to resolve complex arrears cases and complaints, offering them a range of support tools
• Ensure that policy is always adhered to, by processing forbearance, executing process controls and undertaking a variety of account level loss mitigation actions
• Respond to any queries related to arrears cases, ensuring we understand our customers’ needs and work closely with stakeholders to ensure we deliver great customer outcomes
• Respond in a timely and professional manner to internal and external customer queries
• Complete affordability assessments to understand what support options are available to our customers
• Empathize with customers who are experiencing financial hardship, and understanding potential vulnerability, to deliver good customer outcomes in line with Consumer Duty and Treating Customers Fairly
• Handle enquiries from customers with accounts across multiple products, including Unsecured, BBLS and Consumer Finance arrears queries
  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.