Expiry Loan Officer

2 weeks ago

London, United Kingdom Shawbrook Bank Full time

Customer Service & Experience

London, England, GB

Posted on June 20, 2023

**The Opportunity**:
Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties - no two customers are ever the same.

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person

Work with us because you:

- Want to be part of a bank built for the dynamics of the modern world
- Relish a challenge and enjoy a fast-paced, innovative, and hardworking culture
- Enjoy finding new and better ways to solve complexity and make things happen
- Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
- Care about society and the environment and want to be part of a business that cares too
- Want to continue to grow professionally and be the best version of yourself

**The Role & Responsibilities**:

- To be the key point of contact for expiring term and short-term loan customers, providing a professional service in line with Purpose and Experience principals, policy and regulatory requirements
- To build, develop and manage relationships with our customers, learning about the customer’s loan account(s), businesses, and properties. Treating all customers in line with the conduct standards of the bank, with a view to encouraging repeat business and reputational referrals.
- To develop and maintain a working knowledge of the Product Switch and Loan Expiry Management Procedures and policies.
- To manage a pipeline of expiring cases in line with Loan Expiry Management procedures and policy. This will include working through daily workflow tasks to proactively manage expiring loans, contacting customers at the correct times to ensure there are suitable arrangements in place and loans repay on time.
- Understanding the banks policy in relation to term extensions, making recommendations for the authorisation of term extensions, working towards achieving a mandate to approve these.
- To instruct and manage mid-term visits for STL accounts in line with policy, including visit instruction, customer liaison and management of our asset manager relationship.
- To build extensive and expert knowledge of mortgage products, to be able to answer all and any questions posed by customers or their representatives on expiry management calls.
- To build successful working relationships with external contacts to include asset managers, service providers and brokers to ensure matters are dealt with swiftly and any issues are escalated to the senior CLO.
- To comply with company policy and procedure, meeting with SLA’s and escalating issues where necessary.
- To prepare appropriate analysis and provide recommendations for improvements to processes, products and customer experience.
- To always comply with the requirements of the regulatory regime within which the bank operates whilst ensuring the necessary documentation detailing strategies and policies are updated.
- To work with the Business Support and Collections and Recoveries teams for hand-offs of defaulted mortgages.

**The Person**:

- Proven track record of customer management and relationship development
- Knowledge of TCF in the banking industry
- Thorough knowledge of the commercial mortgage, second charge residential mortgage and unsecured DCS business and experience of working to and implementing SLA’s
- Understanding and awareness of DPA and legislative requirements
- Able to work on own initiative and to contribute to the Customer Operations teams objectives
- Ability to build productive relationship with 3rd party contacts
- Excellent mortgage industry knowledge
- Good knowledge of applicable regulatory standards
- Excellent attention to detail
- Able to follow procedures and assess enquiries in line with prescribed procedure
- Reliable, Adaptable & flexible
- Excellent communication skills required including verbal and written
- Excellent planning and organisational skills
- Enthusiastic “can do” attitude
- Able to work under pressure and to tight deadlines
- Accuracy & attention to detail
- Professional, approachable
- Establishes effective working relationships at all levels
- Customer-focused approach
- Pro-active and Self-Driven.
- Effective leadership skills, able t

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