Senior Commercial Loan Specialist

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for a **Senior Commercial Loans Specialist** with proven experience in customer service in a commercial loans environment.

As the Senior Commercial Loans Specialist, you will support the CRE Manager to deliver the day to day service and performance goals of the Servicing Team. This includes the oversight of queue performance, call handling performance, people management, mandated decision making, complaint handling and project work.

**As a Senior Commercial Loans Specialist, your main responsibilities will include**:

- Effectively handling inbound and outbound customer and third-party calls, offering excellent customer service at all times
- Supporting inbound call handling by monitoring Specialists activity and taking calls when needed
- Supporting the team plan to keep all queues managed within SLA goal
- Working the Manager queue within context of mandate, ensuring items stay within SLA
- Acting as a first point of call for Specialists requiring management assistance
- Effectively liaising with the Client, representing Pepper Advantage appropriately
- Resolving complaints
- Assisting with monthly QA, Oversight and End to End reporting
- Deputising in the CRE Manager's absence
- 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

**Benefits**
- Salary £36,000 - £40,000 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 days
- Volunteering days
- Eye care
- Payroll Giving
- Reward & Recognition Program
- Discounted RAC vehicle breakdown
- Life Assurance

**Additional Information**:
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.

**Essential Skills**:

- Experience with buy to let mortgages
- Phone-based customer service experience
- Insolvency/collections - The ability to understand and appropriately utilise systems and processes for the benefit of debt collection.
- Legal and compliance - The ability to understand and utilise legislative requirements for the benefit of the organisation.
- Able to form productive relationships at all levels
- Risk - The ability to assess and mitigate risk for the benefit of the organisation.
- Customer service and commercial awareness - The drive to understand, agree, and satisfy customer requirements (internal and external) and deliver a high-quality service to them. Also, an awareness of the commercial impact of what you do.
- Able to work within established internal controls and maintain a high standard of quality across all your tasks.
- Detail orientated and able to work to tight deadlines.

**About us**:
We currently operate in nine jurisdictions across the UK, Europe, and Asia Pacific, and have over US$50 billion in assets under management. We employ more than 1,100 people to look after 65 clients and 1,000,000 end-users - and we're growing fast. 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. You have to be in it to get the full advantage