Senior Commercial Loan Servicing Manager

4 weeks ago

Uxbridge, United Kingdom Pepper Advantage Full time
Job Description

Pepper Advantage is a leading specialist loan servicing company in the UK, seeking a Commercial Loan Servicing Team Leader with proven experience in customer service in a commercial loans environment.

This role is a key part of the Commercial Loan Servicing team, supporting the Manager and Operations Manager to deliver day-to-day service and performance goals. Responsibilities include overseeing queue performance, call handling, people management, mandated decision making, complaint handling, and project work.

We are looking for candidates with mortgage industry experience who possess excellent customer service and communication skills, specifically in residential and buy-to-let mortgages.

Key Responsibilities:
  • Support the team plan for managing queues within SLA goals.
  • Monitor Specialists' activity and take calls when needed.
  • Act as a first point of contact for Specialists requiring management assistance.
  • Liaise with Clients, representing Pepper appropriately.
  • Resolve complaints according to the Complaints process.
  • Assist with monthly QA, Oversight, and End-to-End reporting.
  • Conduct Call Observations and 1:1 meetings as required.
  • Deputise for the CRE Manager in their absence.
  • Have line responsibility for Specialists and conduct 121s as needed.
  • Train, coach, and develop the team as required.
  • Act as a Subject Matter Expert for business queries and contribute to projects as needed.
  • Establish and maintain internal control safeguards.
  • Collaborate with other managers to provide project management expertise.
Requirements:
  • Experience in a senior capacity.
  • Knowledge of commercial, buy-to-let, and residential arrears management.
  • Phone-based customer service experience.
  • Ability to understand and utilise systems and processes for debt collection.
  • Legislative requirements awareness for the benefit of the organisation.
  • Risk assessment and mitigation skills.
  • Customer satisfaction and commercial impact awareness.
  • Able to work within established internal controls and maintain quality standards.
  • Detail-oriented and able to work to tight deadlines.
  • Good working knowledge of Microsoft Office.
Benefits:
  • Salary £45,000 - £52,000 per annum.
  • Hybrid working.
  • Private medical insurance.
  • Salary Sacrifice Pension matched up to 8%.
  • 25 days holiday plus bank holidays.
  • EAP.
  • Enhanced maternity and paternity.
  • Wellbeing and Volunteering days.
  • Eye care contribution.
  • Payroll Giving.
  • Reward & Recognition Program.
  • Discounted RAC vehicle breakdown.
  • Life Assurance.

This is a hybrid role with an expectation of three days a week office attendance after an initial training period. We are a global company operating in nine jurisdictions, with over US$50 billion in assets under management. We employ over 1,100 people to serve 65 clients and 1,000,000 end-users. Our advanced credit intelligence platform enables us to provide the best solutions for our clients and their customers, driving operational efficiency and expanding our remit worldwide.

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