Collections & Recoveries Officer

3 weeks ago

Redhill, United Kingdom Shawbrook Bank Full time

**The Opportunity**

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complexproblems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

- Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains
- Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive
- Want to continue to grow professionally. We encourage you to grow and be the best version of yourself
- Care about sustainability? We want to be better for our people, environment, and society
- Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too

**The Role & Responsibilities**
- The role is part of the Collections, Recoveries and Restructuring team and will be primarily focused on the Asset Finance area within the Business Finance ("BF") division
- The role holder is responsible for supporting the Collections Manager, proactively manage cases of arrears offering solutions to mitigate losses while delivering a fair outcome to our customers
- Ensure that actions are taken to mitigate against losses from bad debt whilst complying with the regulatory requirements the bank operates within
- Responsible for identifying customers’ needs in relation to forbearance, establishing their ability to repay and report and escalate any customer considered vulnerable
- Prioritise caseloads based on assessment of risk
- Monitor arrears and escalate any cases in respect of potential provisions to the Collections Manager in a prompt and effective manner
- Operate within a set of delegated authorities as defined by the business
- To proactively review collections and recoveries cases and feedback findings in relation to front end lending decisions and trends relating to brokers, making recommendations where appropriate
- Review electronic daily diary and take appropriate action
- Select appropriate standard correspondence to Hirers regarding arrears through to Notice of Default and Termination, when necessary, in accordance with the provisions of the Consumer Credit Act, where applicable
- Communicate and escalate potential issues/risks to the Collections Manager and/or the Head of Collections and Recoveries, Business Finance in a prompt and effective manner
- Liaise with internal and external contacts
- Carry out credit searches on customers using approved third parties where appropriate
- To provide recommendations for improvements to processes, systems, procedures, and controls
- Ensure that the customer is always treated fairly
- Provide administrative support such as managing a generic mailbox, managing referrals from outsourced service providers, adding asset valuations and other ad-hoc duties

**The Person**
- Educated to GCSE or equivalent standard
- Proven track record and at least 2 years’ experience in dealing with collections/litigation accounts in a banking environment
- Knowledge of the Asset Finance industry is preferred
- Understanding and awareness of Data Protection Act and legislative requirements.
- Able to work on own initiative and to contribute to the wider Collections
& Recoveries team’s objectives
- Ability to build productive relationship with internal and external
- Computer literate (good knowledge of MS Office suite - Excel, Word, Power-Point
- Knowledge of Treating Customers Fairly
- Knowledge of compliance procedures within Financial Services
- Negotiating and influencing skills
- Adaptable and flexible
- Excellent verbal and written communication skills
- Ability to work with mínimal supervision
- Excellent planning and organizational skills
- Enthusiastic "can do" attitude
- Able to work under pressure and to tight deadlines
- Accuracy and attention to detail
- Professional, well presented
- Establishes effective working relationships at all levels
- Customer-focused approach
- Based in Redhill or Glasgow
- Perm/37.5-hour week
- Able to work extended hours on occasions when required
- From time to time may be required to travel to Third Party Service provider(s) or other Shawbrook premises

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