Mortgage Arrears Manager

Team Mortgages, Operations

Location Leicester Office

County Leicestershire

Ref # 21438

Closing Date 06-May-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 Mortgage Customer Assistance Manager at Metro Bank, you will use your retail mortgage arrears and leadership experience to ensure your team provides our mortgage customers in arrears and financial difficulty with forbearance solutions and support tailored to their individual circumstances and needs

• Play a key role in setting up, training, and building out this new, inhouse, team at Metro Bank

• Nurture a team of Specialists to ensure 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

• Using your extensive mortgage arrears experience, anticipate future issues and find solutions to problems based on, sometimes, limited information 

• Demonstrate and evidence clear decision making and identify opportunities for improvement to processes and procedures

• Provide timely and accurate reporting on team performance to key stakeholders 

• Monitor and manage the application of decision-making mandates across the team in line with SLAs and frameworks

• Ensure your team adheres to our policies, standards, processes and procedures and manage any risks identified, whilst meeting our regulatory requirements 

 

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:

 

• Substantial experience in dealing with end-to-end mortgage arrears, including litigation, repossessions and recoveries, across a range of retail residential, buy to let and unregulated lending

• Experience in a leadership role within end-to-end mortgage arrears, litigation and special servicing

• Significant experience in a customer facing mortgage arrears and forbearance operation

• Strong understanding of the regulatory environment that applies to mortgage arrears, responsible for adherence to regulations including MCOB, DISP, GDPR and Consumer Duty whilst at the same time, ensuring your team delivers good customer outcomes

• Ability to proactively manage, delegate and prioritise tasks and workloads for yourself and a team, as well as experience of KPI and SLA monitoring and reporting

• Ability to communicate effectively, both verbally and written, with senior management and stakeholders across the Bank

• 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 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!