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.