Lead Mortgage Arrears Specialist

Team Mortgages, Operations

Location Leicester Office

County Leicestershire

Ref # 21439

Closing Date 26-Apr-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 the new Lead Mortgage Customer Assistance Specialist at Metro Bank, you will use your retail mortgage arrears experience to provide our mortgage customers in arrears and financial difficulty with forbearance solutions and support tailored to their individual circumstances and needs

• Play a part in helping set up, train, and build out this new, inhouse, team at Metro Bank

• As the Lead Specialist, you will also support the Mortgage Customer Assistance Manager in nurturing our team of Specialist, ensuring they have all the tools they need to get to the right outcome for customers with complex problems, as well as to promote a culture of exceptional customer service

• Additionally, you will support the Mortgage Customer Assistance Manager with a mixture of short- and long-term planning, including daily workflow task prioritisation and escalations

• Engage effectively and empathetically with our customers through channels including inbound and outbound calls, email and letter

• Glean information about customer circumstances to accurately make decisions about forbearance to deliver the best outcomes for our customers

• Ensure accurate, up to date, and relevant records are maintained of all customer contact 

• Liaise with internal and external stakeholders including colleagues in other teams across the bank, solicitors and field agents

• Apply Metro Bank’s policies and standards to ensure you do the right thing, make decisions, and are empowered to be accountable for the decisions you make

 

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:

 

• Proven experience in a customer facing end-to-end mortgage arrears role, ideally including litigation, repossessions and recoveries, and across a range of retail residential and buy to let.  

• Demonstrable experience and understanding of the UK mortgage market, gained through working in a primary, but ideally, special servicing role

• Good working knowledge of the regulatory environment that applies to mortgage arrears, including MCOB, DISP, GDPR and Consumer Duty

• Proven ability to tailor and adapt your approach and explain complex concepts in a way that’s easy for both colleagues and customers to understand

• Coaching and development skills, with the ability to manage, organise and prioritise tasks and workloads for yourself and the rest of the team

• Strong listening, probing, negotiation and influencing skills with great attention to detail

• Ideally CeMAP qualified or equivalent

• 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 believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU! An AMAZEING colleague to move into this FANtastic new role!

• 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 – this team will be base from our Leicester office (in office 3 days per week, but full time during initial training) 

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!