Commercial Loan Servicing Team Leader

1 month ago

Uxbridge Greater London, United Kingdom Pepper Advantage Full time £45,000 - £52,000
Job Summary

We are seeking a highly experienced Commercial Loan Servicing Team Leader to join our team at Pepper Advantage. As a key member of our Commercial Loan Servicing team, you will be responsible for supporting the Manager and Operations Manager to deliver the day-to-day service and performance goals of the Servicing Team.

Main Responsibilities:

  • Understanding and supporting the team plan for keeping all queues managed within SLA goal.
  • Supporting inbound call handling by monitoring Specialists activity and by taking calls when needed.
  • Acting as a first point of call for Specialists requiring management assistance.
  • Resolving complaints as per the Complaints process.
  • Training, coaching and developing the team as needed.
  • Acting as a Subject Matter Expert (SME) for business queries, and in contributions to projects as required.
  • Interacting with other managers to provide project management expertise to deliver change.

Requirements:

  • Knowledge of both commercial, buy-to-let and residential arrears management and overseeing full portfolio of accounts currently in arrears.
  • Phone-based customer service experience.
  • The ability to understand and appropriately utilise systems and processes for the benefit of debt collection.
  • The ability to assess and mitigate risk for the benefit of the organisation.
  • The drive to understand, agree, and satisfy customer requirements (internal and external) and deliver a high-quality service to them.
  • Able to work within established internal controls and maintain a high standard of quality across all your tasks.
  • Good working knowledge of Microsoft Office.

What We Offer:

  • Hybrid working.
  • Private medical insurance.
  • Salary Sacrifice Pension matched up to 8%.
  • 25 days holiday plus bank holidays.
  • EAP.
  • Payroll Giving.
  • Reward & Recognition Program.
  • Discounted RAC vehicle breakdown.
  • Life Assurance.

This position is a hybrid role and there will be an expectation (following an initial training period of approximately three months), of three days a week office attendance.

We currently operate in nine jurisdictions across the UK, Europe, and Asia Pacific, and have over US$50 billion in assets under management. Through heavy investment in tech-enablement and data and analytics, we are driving operational efficiency, empowering clients, and expanding our remit all over the world.

Working across commercial and residential real estate, personal and SME loans, credit cards, asset finance and point of sale, our advanced credit intelligence platform enables us to arrive at the best solutions for our clients and their customers, and always pushes for the right outcome, whatever financial journey they're on. As an employee of the Pepper Advantage community, you'll be part of a unique global-scale data network, giving you access to all the latest market trends and opportunities.

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