Job Ref: 214345150

Date: 2021-08-03 11:00:53

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The purpose of this role is to be responsible for the day to day handling of customers who are having difficulties paying their home finance. This will involve designing, supporting implementating and adhering to special servicing processes and strategies, ensuring the regulatory requirements and an effective customer service is achieved. The role involves oversight responsibilities in ensuring that the customer services team are trained in managing arrears effectively.

Role duties:

· Answer incoming calls and respond to customer correspondence in a timely manner

· Build customer relationships by actively listening and resolving queries/complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently.

· Monitor all customer cases where payments are not being made as per the Terms and Conditions of the home finance including but not limited to monitoring payments, writing to customers and liaising with third parties

· Identify and escalate any issues to supervisors

· Adhere to approved policies and procedures, suggesting improvements as appropriate

· Adhere to the risk framework, identifying and escalating any issues as they arise

· Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.

Knowledge and skills

Banking experience – in mortgages and arrears handling (desirable).
Customer service experience in a regulated environment (desirable)
Excellent customer service, problem resolution skills and strong PC skills.
Ability to multi-task and work in a fast-paced environment.
Excellent verbal and written communication skills and attention to detail.
Effective interpersonal, customer service and organisational skills are necessary.
Ability to meet deadlines along with excellent time management skills

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