Arrears Support Team Leader - London, United Kingdom - Metro Bank PLC

Metro Bank PLC

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team

Location Liverpool Street

County Central London

Ref # 18509

Closing Date 30-Jan-2023

Do you have experience coaching and mentoring colleagues? Do you have extensive experience within Arrears? If so we may have the role for you

As the Arrears Support Team Leader at Metro Bank, you will be responsible for the day to day management of the Arrears Support team, predominantly dealing with back office processing within Arrears Management.

You will demonstrate continuous commitment to achieving great customer outcomes at every touch point.

Depending on the team, most of our roles offer flexible working.

So what would you be doing?...

Managing daily workflows, maintaining excellent service delivery and consistently achieving our SLAs and KPIs. Monthly resource planning, and ensuring that any service issues are overcome in a timely manner and in accordance with regulation and internal policy and procedures
Coaching and developing colleagues to become experts their field
Ensuring the timely authorization of payments to third parties ensuring all necessary checks and processes have been correctly followed.
Being the first 'bump up' for complex queries, disputes and expressions of dissatisfactions
Managing and reporting against controls and risks within the department
Performance management and workforce management
Liaising with external parties such as strategic partner, outsourced debt recovery companies, trace agents and third party debt management companies (DMCs)
Creating and developing robust procedural documentation and MI by taking ownership and implementing new ways to make things better always looking for ways to Surprise & Delight

You need to be this kind of person

Passionate about providing unparalleled levels of service and convenience for customers
Able to work and learn quickly in a fast paced, fun and dynamic environment
Prepared to stick at something we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow
Care about doing a great job and exceeding expectations with the quality of what you do

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 courage to call out any concerns.

We always support colleagues to develop their skills. But to be successful in this job you really do need to already be able to do most of these wonderful things...

Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
It is essential that you have previous leadership experience, in retail banking or financial services
You will have experience of people management as well as coaching and developing teams
You should have an understanding of personal and corporate insolvency
You will have a good track record of delivery against departmental objectives and SLA's
Naturally you will have a high level of accuracy, attention to detail and problem solving.
Ideally you will have excellent organisational skills and ability to prioritize workload and meet strict deadlines in fast paced environment
A good working knowledge of our regulatory environment including CONC, Debt Respite and CCA
An understanding of end to end arrears cycle including prearrears, default, pre and post write off recoveries
Managing risk is at the centre of what you do. You will have a full understanding of any risks associated with the processes we manage and the controls that mitigate them, undertaking regular AMAZEING Controls Testing and maintaining your Risk, Control Self-Assessment (RCSA) and Business Continuity Plan (BCP). You will manage risk incidents as they arise, coordinating with stakeholders and bringing a timely resolution.
Capable of dealing with escalations and "bumpups" regarding arrears, complaints and insolvency matters