Loan Administrator

2 weeks ago

Chester Business Park, United Kingdom Innova Search Full time

Role: Loan Administrator

**Salary**: £17,300 - £19,700 depending on experience
Location: Chester

Hours of work - Monday to Friday 9am - 7pm on a shift basis,
Saturdays 10am - 5pm, including bank holidays (on a rota basis)

MAIN PURPOSE OF ROLE:
The Loan Activation Assistant role is responsible for ensuring all loan agreements are processed and activated (paid out) within agreed service levels. This position would suit someone with a Admin background.

KEY RESPONSIBILITIES:

- Ensure loan agreements are activated following a prescribed process.
- Ensure customer information is validated using our fraud checks
- Ensure all loans are processed within the required timescales.
- Ensure 'welcome letters’ are despatched to customers after the agreement has been activated.
- Complete Customer bank verification calls as and when necessary
- Handle inbound and outbound telephone calls from our Dealer/Broker network, and customers with efficiency and professionalism.
- Deliver exceptional customer service.
- Report Money Laundering suspicions to FCI as necessary.
- Builds and maintains good working relationships with other business areas, including Underwriting, Sales, other Operational teams and supporting Dealer/Broker network.
- Continually to look for process improvements.
- Root Cause analysis should be reviewed regularly to ensure our processes do not create any barriers along the customer journey.
- Ensure the principles of Treating Customers Fairly are adhered to.
- General office administration, including post and document management.
- Demonstrate the company Vision and Values.

DECISION MAKING:

- Be able to make informed decisions regarding customer contact, employment information and agreement documentation which may impact the ability to activate the agreement.

PERFORMANCE MEASURES
- Minimum 97% achieved on call monitoring.
- Minimum 97% payout quality control result.
- Minimum deals activated per day - in line with workload
- Maintenance of all department KPI’s

COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE

Knowledge:

- Understanding of regulatory guidelines in practice including the Consumer Credit Directive (CCD), Data Protection Act (DPA) and Money Laundering (AML).
- In-depth knowledge of the motor finance business.
- Call centre experience

**Skills**:

- Analytical and logical approach.
- Excellent telephone skills.
- Excellent communication skills.
- Ability to work under pressure.
- Problem solving skills.
- Thorough knowledge of departmental and business policies and procedures
- Fully computer literate

Attitude:

- Team player
- Great interpersonal skills.
- Strong verbal and written communication skills
- Ability to communicate with staff at all levels
- Positive customer focus at all times
- Accuracy and attention to detail
- Willingness to innovate and embrace change
- Commitment

Training & Education
- Basic numeracy skills
- IT literacy skills

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