What’s the role? 

Our client, a specialist Mortgage Lender is seeking Financial Support Manager to lead and manage a team of specially trained Financial Support Team Consultants in a contact centre environment. You will undertake all aspects of supporting customers experiencing financial difficulties impacting their ability to maintain their mortgage payments.

Providing clear direction to the team, inspiring, developing and coaching them to meet and exceed targets as well as ensuring management of assets in line with regulation, policy, procedure, service levels and in keeping with the principals of Consumer Duty.

Responsibilities: 

• Ensuring all staff are managed, trained, appraised and developed, setting appropriate performance objectives and reviewing these objectives in line with the performance management process
• Being a role model and leading the team to manage operational risks within the department, efficiently and effectively support our customers experiencing difficulties to maintain their mortgage payments
• Ensuring that key mortgage arrears life cycle events are effectively monitored and managed, whilst suitable strategies are considered
• Making mandated decisions on referrals and next steps where forbearance options can be considered or where cases are to be progressed to Litigation and Repossession or cancelled
• Ensuring that shortfall and professional negligence claims are effectively commenced and managed
• Reporting on key performance and operational issues, making recommendations for improvement
• Assisting with the management of complaint resolution by taking escalated calls, coaching and supporting the team to resolve complaints on the spot

Essential skills & experience required:

• Previous line management in a financial support or collections environment within Financial Services
• Strong leadership and management skills to motivate a team to deliver good customer outcomes in a busy contact centre
• Knowledge of the end to end arrears strategy for secured mortgages and loans
• Robust knowledge of the technical aspect of arrears based litigation
• Knowledge of the of professional negligence and shortfall management processes

Next steps:

To express your interest in this opportunity, don’t delay; please click apply now.

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