WHAT IS THE OPPORTUNITY

Front line staff are a vital touch point for identifying, recording and responding to customers who are in arrears or facing financial difficulty.
The role will involve communicating with customer to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank. This will be achieved by fully understanding the individual needs of customers and where necessary using negotiating and influencing skills to agree a sustainable strategy.
Appropriate signposting of customers to agencies that can provide further support (eg. External agencies and debt advice organisations) when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs is also key.
Where support has been agreed the role holder will monitor ongoing arrangements to ensure they accurately reflect customer’s current financial circumstances and assist customers with debt management tools where appropriate.

ESSENTIAL QUALIFICATIONS

There are no minimum educational requirements for this role.

IN THIS ROLE YOU WILL:

• Contacting customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
• Handling own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
• Using negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder where required.
• Chairing and leading calls between key stakeholders to discuss individual cases and agree appropriate forbearance to address the immediate customer needs. This may be with the leadership team, complaints, special circumstance forum or others.
• Be a subject matter authority for more complex cases including (but not limited to) Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write offs, Breach of contract.
• Responsible for “on the job” training within the team and wider C&R function
• A point of escalation within the team.
• Signposting customers to agencies that can provide further support (eg. external agencies and debt advice organisations) when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs.
• Monitoring ongoing arrangements to ensure they accurately reflect customer’s current financial circumstances and assist customers with debt management tools where appropriate.
• Understanding and acting within the conduct framework ensuring that all customers are treated fairly.
• Identifying customer vulnerabilities and ensuring that these are dealt with sensitively.
• Updating system records to ensure that all activity is recorded accurately.
• Handling mailbox enquiries from internal and external customers.
• Liaising with 3rd parties suppliers and parties including site visits, if required.
• Takes ownership of issues that are observed and follow up to close gaps.