Collections and recoveries manager - united kingdom, brentwood, essex

the opportunity

shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 uk consumers and businesses.

our success would not have been possible without our team. our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

join shawbrook because you:

want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.

want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.

want to continue to grow professionally. we encourage you to grow and be the best version of yourself.

care about sustainability? we want to be better for our people, environment, and society.

bring passion and enjoyment to your work. you'll work hard but you'll have fun too.

the role & responsibilities

the role is part of the in-life management team in property finance and will be primarily focused on residential management (1st/2nd charge) within the enterprise division.

the role holder is responsible for supporting the senior collections & recoveries manager, proactively manage cases in arrears offering solutions to mitigate losses while delivering a fair outcome for our customers.

individual case management relating to non-performing loans predominantly on the residential portfolio (1st & 2nd charge)

to comply with the requirements of the regulatory regime which the bank operates within, ensuring the necessary documentation detailing strategies, policies and procedures is maintained and updated.

responsible for identifying customers' needs in relation to forbearance and establishing their ability to repay. includes the identification and management of vulnerable customers.

interact directly with customers as and when required.

to proactively review c&r cases and feedback findings in relation to the front-end lending decisions and trends relating to suppliers and brokers, making recommendations where appropriate

ensure that the customer is treated appropriately and that fair customer outcomes are delivered.

monitor late arrears cases and escalate any cases in respect of potential impairments to the senior collections & recoveries manager in a prompt and effective manner. this will include management of cases on the property watchlist.

operate within a set of delegated authorities as defined by the business.

to proactively review arrears cases and feedback findings in relation to front end lending decisions and trends relating to brokers, making recommendations where appropriate.

communicate and escalate potential issues/risks to the senior collections & recoveries manager in a prompt and effective manner.

liaise with internal and external contacts.

to provide recommendations for improvements to processes, systems, procedures, and controls

provide administrative support such as managing a generic mailbox, adding asset valuations and other ad-hoc duties.

the person

• preferably cemap qualified

• proven track record and at least 2 years' experience in dealing with collections/litigation accounts in a banking environment, preferably both commercial and residential.

• experience and understanding of litigation processes for secured lending.

• understanding and awareness of dpa/gdpr and legislative requirements.

• able to work on own initiative and to contribute to the wider in-life management team's objectives.

• ability to build productive relationship with internal and external contacts.

• computer literate (good knowledge of ms office suite - excel, word, power-point)

• knowledge of microsoft office applications and able to build reports and carry out spreadsheet analysis

• knowledge of treating customers fairly

• knowledge of compliance procedures within financial services

• knowledge of key regulation including mcob

• negotiating and influencing skills

• adaptable and flexible

• excellent verbal and written communication skills

• ability to work with minimal supervision

• excellent planning and organizational skills

• enthusiastic "can do" attitude

• able to work under pressure and to tight deadlines

• accuracy and attention to detail

• professional, well presented

• establishes effective working relationships at all levels

• customer-focused approach

• flexible location

• perm/37.5-hour week.

• able to work extended hours on occasions when required.

• from time to time may be required to travel to other shawbrook premises

reward

your wellbeing - we take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. these include:

market leading family friendly policies such as access to our maternity, adoption and paternity policies from day 1 of your employment

free access to headspace, a mindfulness & meditation digital health app

free access to peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause

eap (employee assistance programme) - offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health

cycle to work scheme

discounts on gym membership

contributory pension scheme & death in service

your lifestyle - it's important you strike the right balance between your work and personal life. we provide benefits to support you when at work and when you're enjoying your leisure time.

minimum of 25 days holiday per year

option to buy or sell holiday days through our flexi-holiday scheme

discounts on gym membership nationwide

access to discounts on a range of high street and online brands

community support and charitable giving

your contribution - we're focused on rewarding those that go the extra mile in helping us achieve our goals.

participation in our annual discretionary bonus scheme designed to reward your contribution to our success

proudly shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done

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