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    Office Specialist - Leicester, United Kingdom - MetroBank

    MetroBank
    MetroBank Leicester, United Kingdom

    3 weeks ago

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    Description
    Mortgage Customer Assistance Specialist (Arrears)
    Team Mortgages, Operations
    Location Leicester Office

    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.

    As a new Mortgage Arrears Specialist at Metro Bank, you will use your arrears experience to provide our mortgage customers in arrears and financial difficulty with forbearance solutions and support tailored to their individual circumstances and needs


    • Support Metro Bank customers with complex problems as a face of the bank for some of our most vulnerable customers in financial difficulty
    • Communicate empathetically and build trust with customers in financial difficulty and arrears, encouraging customers to let us know how we can help them
    • Gather information about customer circumstances and offering forbearance suited to their individual needs, supporting them by tailoring information and signposting them to the best sources of help
    • And we are a bank so risk is a part of everything we do. Proven experience in a customer facing financial service arrears role within a regulated mortgages environment
    • Experience of the UK mortgage market, ideally gained through working in a primary or special servicing role
    • Experience of the regulatory environment that applies to mortgage arrears, including MCOB, DISP, GDPR and Consumer Duty
    • To understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
    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)

    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.

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