Lead Mortgage Customer Assistance Specialist

1 week ago

Leicester, United Kingdom Metro Bank PLC Full time

**Team**

**Location** Leicester Office

**County** Leicestershire

**Ref #** 23295

**Closing Date** 27-Jun-2025

We have been awarded the “Most Loved Workplace” At Metro Bank, people come first - our culture is all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.

**What you will do**:

- Support and be the face of the bank for some of our most vulnerable customers in financial difficulty.
- support and nurture the team to ensure we deliver exceptional customer service.
- support the Mortgage Customer Assistance Manager with a mixture of short
- and long-term planning, including daily workflow, task prioritisation.
- Be responsible for communicating empathetically and building trust with customers in financial difficulty and arrears.
- Gather information about customer circumstances, then analyse and make decisions about forbearance which delivers the best outcomes for them.
- Supporting customers by tailoring information to their needs and signposting them to the best sources of help
- Ensure accurate and relevant records are maintained of customer interactions and that our key systems are up to date.
- Liaise with internal and external stakeholders including colleagues in other teams across the bank, solicitors and field agents
- Support customers with general enquiries on interest only mortgages to confirm and update their repayment strategies and supporting next of kin following the death of a mortgage customer.
- Work as part of a team, supporting you colleagues and the Mortgage Customer Assistance Manager

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.

**What you will need**:

- Proven experience in a customer facing mortgage arrears role.
- Demonstrable experience and understanding of the UK mortgage market, gained through working in a primary or special servicing role.
- Detailed understanding of GDPR and data protection principles.
- Understanding of the regulatory environment that applies to mortgage arrears, including MCOB, DISP and Consumer Duty.
- Ability to tailor and adapt your approach and explain complex concepts in a way that’s easy for customers to understand
- Strong Attention to detail.
- Strong listening, probing, negotiation and influencing skills to be used with stakeholders and customers.

**Our promise to you**
- We believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU An AMAZEING colleague to move into this FANtastic new role
- We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts
- We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions).
- We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

**Important Footnote

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