Customer Liaison Officer

The Opportunity

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

- Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
- Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.
- Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
- Care about sustainability? We want to be better for our people, environment and society.
- Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too.

The Role and Responsibilities

We are currently looking for a Customer Liaison Officer who will be responsible for managing expiring loan book customers across term, short-term products & direct customers. The Customer Liaison Officer will be working with high-calibre, knowledgeable and experienced property investors and brokers in a fast-paced environment.
- To be the key point of contact for expiring term and short-term loan customers, providing a professional service in line with company pillars, policy and regulatory requirements
- To build, develop and manage relationships with our customers, learning about the customer’s loan account(s), businesses, and properties. Treating all customers in line with the conduct standards of the bank, with a view to encouraging repeat business and reputational referrals.
- To develop and maintain a working knowledge of the Product Switch and Loan Expiry Management Procedures and policies.
- To manage a pipeline of expiring cases in line with Loan Expiry Management procedures and policy. This will include working through daily workflow tasks to proactively manage expiring loans, contacting customers at the correct times to ensure there are suitable arrangements in place and loans repay on time.
- Understanding the banks policy in relation to term extensions, making recommendations for the authorisation of term extensions, working towards achieving a mandate to approve these.
- To instruct and manage mid-term visits for STL accounts in line with policy, including visit instruction, customer liaison and management of our asset manager relationship.
- To build extensive and expert knowledge of mortgage products, to be able to answer all and any questions posed by customers or their representatives on expiry management calls.
- To build successful working relationships with external contacts to include asset managers, service providers and brokers to ensure matters are dealt with swiftly and any issues are escalated to the senior CLO.
- To comply with company policy and procedure, meeting with SLA’s and escalating issues where necessary.
- To prepare appropriate analysis and provide recommendations for improvements to processes, products and customer experience.
- To always comply with the requirements of the regulatory regime within which
- the bank operates whilst ensuring the necessary documentation detailing strategies and policies are updated.
- To work with the Business Support and Collections and Recoveries teams for hand-offs of defaulted mortgages.

The Person
- Proven track record of customer management and relationship development
- Knowledge of TCF in the banking industry
- Thorough knowledge of the commercial mortgage, second charge residential mortgage and unsecured DCS business and experience of working to and implementing SLA’s
- Understanding and awareness of DPA and legislative requirements
- Able to work on own initiative and to contribute to the Customer Operations teams objectives
- Ability to build productive relationship with 3rd party contacts

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying