SKILLS AND EXPERIENCE SOUGHT:

Essential Experience

• Previous collections management and /or arrears exposure within mortgages/bridging (to a ‘Head of’ standard)
• Strong understanding of the regulatory environment
• Managing and developing people
• Working within an externally customer-facing environment
• Good understanding of data collation and MI reporting Desirable

Desired Experience

• Liaising with Third Parties
• CeMAP qualified, or part qualified

ROLE PURPOSE:

To be responsible for the oversight of UTB’s Bridging portfolio and to work with the Head of Business Operations to help the business achieve its strategic ambitions.

RESPONSIBILITIES:

• Day to day oversight of customer liaison team and Servicing Manager
• Identify gaps in knowledge and provide training where required
• Prepare and present regular forecasts of expected movement of loans throughout the process
• Oversight of contact activity for customers that are both up to date and in financial difficulty to ensure positive customer outcomes
• Ensure that telephone calls, emails and letters are processed within set service standards and in line with key performance indicators
• Work with the Servicing Manager to ensure people management activity within the team is timely, including regular 1 to 1’s,performance monitoring and objective reviews
• Conduct regular first line quality checks and feedback results
• Adhere to internal customer management policy and regulatory requirements – FCA, PRA, Money Laundering, Prevention of Financial Crime, GDPR etc
• Work with the Compliance, Audit and Credit functions to ensure that regulatory change and best practice principles are adhered to
• Work collaboratively with the SMT to identify/evolve new product, process and sales distribution demonstrating clear teamwork characteristics supporting a “one team ethos” culture
• Identify opportunities and proactively make recommendations for continuous improvement
• Prepare and analyse MI and produce timely reports on business trends
• Attend and present at relevant credit/risk/business meetings
• Undertake project and ad-hoc pieces of work at management request