Mortgage Arrears Specialist - London, United Kingdom - Metro Bank PLC

Metro Bank PLC
Metro Bank PLC
Verified Company
London, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Team Mortgages, Operations


Location Holborn Office


County Central London


Ref # 21238


Closing Date 11-Mar-2024


We have been awarded the "Most Loved Workplace" At Metro Bank, people come first - our culture is all about bringing the best out 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 a Mortgage Arrears Specialist at Metro Bank, you will bring your mortgage arrears expertise but to a noncustomer facing role instead, you will oversee and work closely with our trusted thirdparty suppliers, to ensure that the best outcomes are delivered for mortgage customers in arrears or facing financial difficulty
  • Work closely with these thirdparty suppliers across oversight/quality assurance and mortgage arrears and other special servicing areas
  • Using your excellent mortgage arrears knowledge, you will be a point of enquiry/escalation for our thirdparty suppliers on our customers' mortgage arrears issues
  • Undertake detailed and effective customer journey reviews/outcome testing against our assurance frameworks, to support our oversight plan
  • Review arrears situations, making evidencebased recommendations
  • Work closely with our suppliers to oversee, monitor, and review, with the aim of continuously improving, the customer service experience through the mortgage journey
  • Prepare detailed and accurate reports for various committees including risk and governance
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:


  • This would be a FANtastic opportunity for an individual with experience dealing directly with customers in mortgage arrears, who will retain this expertise, but now in a noncustomer facing environment
  • Experience of oversight/QA in such an environment would also be highly advantageous
  • Experience/understanding of Primary and Special mortgage servicing
  • Strong written communication skills, particularly creating guidance, process, and training materials to support colleague development and to communicate with customers
  • Experience of dealing with complaints and drafting detailed customer communications would also be highly advantageous
  • Knowledge of MCOB 13 regulated arrears management policies and standards
  • 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 wellrewarded 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
**Important Footnote
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