Full-Time Arrears & Litigation Executive

We're not just a bank; we're a movement for positive change. A key role in ensuring the fair treatment of customers is embedded within the Operations team whilst ensuring that fair customer outcomes are consistently delivered.

The purpose of the role is to support the Operations Leaders by supporting customers in financial difficulty and later arrears for secured motor and mortgage loans and litigation whilst achieving departmental service levels.

Upholding company standards and complying with all relevant Company and regulatory obligations (including adherence to FCA rules (including FCA MCOB and CONC rules).

Responsibilities:

• Proactively service requests from our customers efficiently and professionally.
• Proactively manage all customer service-related inbound communication (via telephone, correspondence, email, portal).
• Ensure regulatory transactional documentation is issued accurately and correctly.
• Identify situations that may require specialist handling (e.g. complaints, vulnerability, fraud) and refer these where appropriate.
• Knowledge and practical application of handling customer complaints.
• Knowledge and practical application of dealing with vulnerable customers at first point of contact.
• Proactively manage accounts in arrears.
• Negotiate with customers and authorised third parties in financial difficulty.
• Knowledge and practical application of completing Income and Expenditure assessments.
• Knowledge and practical application of late arrears and litigation practices.
• Ensure that all customer contact both written and verbal is conducted within Company standards, FCA regulations.
• Keep up to date with all Company/regulatory changes.
• Actively contribute to the achievement of the Company Balance Scorecard objectives.
• Adherence to and promotion of a culture of treating our customers fairly to deliver fair outcomes.

It would be great, but not essential if you have:

• Previous experience in financial services with demonstrable success in customer service and arrears.
• Demonstrable experience of working accounts in mortgage and motor finance arrears including repossessions.
• Demonstrable experience of working accounts in later arrears and up to and including litigation for motor finance and mortgages.
• Demonstrable knowledge of FCA rules (including MCOB and CONC rules), delivering fair outcomes to customers, CCA and GDPR regulations.

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