Payments Administrator

6 months ago

London, United Kingdom Hampshire Trust Bank Full time

Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated Asset Finance, Development Finance, Wholesale Finance and Specialist Mortgages divisions ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend only to businesses, our savers can be sure their money will be used to boost the British economy.

The bank is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.

**Our Values and Behaviour**

All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in

**Customers matter**
- We listen to our customers
- We value customer relationships over transactions
- We strive to deliver what customers want, when they want it, how they want it
- We prioritise customer outcomes over corporate expediency

**We deliver**
- We approach everything we do with discipline and set high standards
- We do more with less and embrace change
- We are fanatical about financial rigour and risk discipline
- We execute consistently with speed and accuracy
- We constantly strive to improve

**Integrity without compromise**
- We always aim to do the right thing - we don’t duck hard choices
- When we make a mistake we own up and fix it
- We are open and honest in all our communication
- We treat innovation and fresh thinking as an opportunity not a threat

**People Power**
- We are a meritocracy
- We empower people and make them accountable
- We encourage our people to learn and grow
- We challenge each other honestly & constructively
- We work as a team
- We know diversity makes us stronger
- We celebrate success

**Position**:
The purpose of this role is to supervise the day to day workings of the Servicing and Payment Shortfall team within Specialist mortgages. This includes oversight and allocation of team workloads, delivering SLA requirements, monthly reporting and all aspects of people management. To maintain a small pipeline of cases and act as an escalation point for any team issues.

**Requirements**:
**You must have**:

- At least 2 years’ experience in an accounts payable role
- 12 months administration experience
- Ideally experience working within a bank (ideally within mortgages)
- Excellent understanding of banking reconciliation activities
- Strong communication and customer service skills
- Intermediate level skill in Microsoft Word and Excel

**Desirable**:

- Collections experience
- Commercial/specialist mortgage experience
- Financial regulation knowledge
- Experience in using payments system Bottomline

**Other information**:

- To process invoice payments and customer refunds for the SM team using our payment system.
- To maintain accurate records to create a clear audit trail for all inbound and outbound payments.
- To manage the daily bank reconciliation process, liaising closely with our finance operations team to ensure payments in and out are correctly reconciled against the customer accounts.
- To resolve queries from external customers and internal teams relating to the payment of invoices, returned BACS payments, and customer refunds, ensuring that queries are resolved satisfactorily and within a reasonable timescale.
- To issue late payment chaser letters and comms to customers in line with contact strategy requirements.
- To manage the arrears inbox, actioning inbound enquiries where possible and logging others on the team work flow.
- To assist fellow team members and Business Support on recoveries activity.
- Contact customers in relation to bounced direct debit payments in line with our agreed contact strategy, collecting outstanding amounts and understanding the root cause of any issues.
- To assist with other duties required from time to time, such as bulk mail outs for loan rate changes.
- To maintain an up to date and comprehensive knowledge of the team and group procedures and policies relevant to your role.

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