Arrears Specialist

Team Operations

Location Leicester Office

County Leicestershire

Ref # 22421

Closing Date 02-Dec-2024

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.   

 What you will do:

 

• 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.

 

What you will need:

 

• This role is a great opportunity for someone who is passionate about providing exceptional customer service, and with the right attitude and drive, to start their career in financial services 

• You will need to be a quick learner who can work in a fast paced, but also fun and dynamic, environment

• To really care about doing a great job and exceeding expectations with the quality of what you do

• Have a good working knowledge of Microsoft Word, Excel and ideally Teams

• You may have some previous knowledge of personal debt solutions, or have experience in an arrears admin role, or in a role requiring telephony customer support, however the right attitude and application to your role are what is key here – training will be provided

• To understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

 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!