JOB SUMMARY

An exciting opportunity has become available for a Senior Customer Support Manager to join our team at ABC. This important role will lead contact with our customers, helping provide support to ensure a timely and full repayment of their bridging loans, overdrafts and other secured specialist lending products. This is a fantastic opportunity to join a stable and rapidly growing financial service provider.
The role is for a customer focused and skilled specialist lending/mortgage collections agent with preferably 5+ years of experience.
The role holder will work proactively to manage a portfolio of accounts in various stages of arrears. Some of these accounts will be subject to legal action and require liaison with third parties such as solicitors and receivers. Using their skill and expertise, the role holder will provide friendly, yet firm and fair management of the accounts under their control. There could be times when customers experience financial difficulties in stressful and emotional situations, which you will be required to support. You will have a great opportunity to make a difference to customer’s lives through your everyday work.
The role is primarily office based at Borehamwood, with a very occasional need for travel to business partner/other sites.

REQUIREMENTS:

· Must have gained experience of collections/arrears management ideally in a mortgage or secured lending environment.
· Must relish working in a customer centric, yet business focused environment.
· Loan management issues including repayment of interest, loan renewals and loan repayment
· Maintenance of property insurance, payment of ground rent and service charges
· Organised, structured and able to manage their workload.
· Capable and keen to meet often challenging deadlines.
· Excellent communication skills, both verbally and in writing
· Attained excellent grades in both GCSE (or equivalent) English and Maths. Likely attained A-Level qualifications and possibly a degree.
Salary: £45k - £60k (Depending on Experience)
Location: Borehamwood
Hours: 9am – 5.30pm
Job Types: Full-time, Permanent
Pay: £45,000.00-£60,000.00 per year

Additional pay:

• Yearly bonus

Benefits:

• Company events
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free flu jabs
• Sick pay

Schedule:

• Day shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Borehamwood WD6 1JN: reliably commute or plan to relocate before starting work (required)

Experience:

• lending/mortgage collections: 5 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In perso

· Proactively and consistently deliver an excellent level of customer service, whether by telephone, letter or e-mail, supporting customers in the repayment of their bridging loan, overdraft and other specialist lending products.
· Provide tailored support and guidance (but not advice) to customers experiencing financial difficulties.
· Use your experience and expertise to support and manage accounts in different stages of litigation, to successful conclusion.
· Identify and help support vulnerable customers.
· Taking ownership and the lead in resolving customer queries (often complex and relating to legal administration) and complaints – responding within service level agreements.
· Manage third party business partners and agents such as solicitors and receivers to provide the services they have been engaged for in a timely and efficient manner.
· Manage loan arrears and collections (primarily but not exclusively accounts about to enter/already in litigation) to meet set targets and financial objectives.
· Analyse management information, using trends identified to improve customer service and collection rates.
· Make decisions within your Limit of Authority, whilst referring decisions (having completed written rationale) outside of your discretion to senior colleagues and the Credit Committee
· Work with other ABC colleagues and team members to complete a wide range of administrational tasks and processes in support of ABC customers.
· Keep records and systems absolutely up to date with accurate customer information, documents and notes.
· Look for ways to improve processes, procedures and systems, in some cases taking the lead to scope and implement the improvements identified.
· Follow all regulatory and legislative guidelines.
· Follow all financial crime related processes and procedures.