Arrears Specialist

3 weeks ago

London, United Kingdom Metro Bank PLC Full time

**Team** Operations

**Location** Liverpool Street

**County** Central London

**Ref #** 18469

**Closing Date** 27-Jan-2023

Do you have an eagle eye for detail? Are you passionate about helping customers entering insolvency, resolving complaints and complex arrears cases? Can you create FANS across the Bank by constantly providing incredible levels of service? If yes, then we may have the role for you

As we continue to grow, more customers may fall into arrears or insolvency and require our support. As an Arrears Specialist, you will be responsible for dealing with complex arrears cases, personal insolvencies, debt management plans and customer complaints received within the Arrears Management team. As part of your role, you will make sure that policy is adhered to at all times by processing write offs, executing process controls and variety of account level loss mitigation actions.

Most of our jobs offer the opportunity for hybrid working. Ask your recruiter for more details.

**So what would you be doing?...**
- Managing a number of process controls to make sure that they adhere to policies and procedures
- Engaging with customers to resolve complex arrears cases and complaints - you will work with key stakeholders in order to deliver great customer experience
- Liaising with external parties such as third party debt management companies, insolvency practitioners and official receivers
- Actioning court orders efficiently, adhering to applicable regulations and statutory requirements
- Managing account closures, restriction and debt write off
- Answering any queries related to arrears cases

**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
- In order to hit the ground running, you will have knowledge of personal debt solutions and insolvency
- You need to have a good understanding of customers’ financial positions and ascertaining their ability to repay borrowing
- Naturally, you will have knowledge of the day-to-day arrears processes from pre-arrears to recoveries

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