The purpose of this role is to be responsible for the day-to-day handling of customers who are having difficulties paying their home or buy to let finance. To encourage early engagement with customers and provide support in an empathetic manner. To provide support to customers that is flexible based on their individual circumstances, ensuring the regulatory requirements and an effective customer journey is achieved.
About us
Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We’re one of the fastest growing banks of our kind in the UK and are a subsidiary of Gatehouse Financial Group Limited.
We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.
Our way of operating is stable, transparent, and shares risk and reward in an equitable way. That’s why we talk about balanced banking.
Key responsibilities
Making outbound calls, answering incoming calls, and responding to customer correspondence in a timely manner.
Build customer relationships by actively listening and resolving queries/complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
Monitor all customer cases where payments are not being made as per the Terms and Conditions of the finance including but not limited to monitoring payments, writing to customers, and liaising with third parties.
Identify and escalate any issues to managers.
Develop and maintain a working knowledge of policies, procedures and systems.
Adhere to the risk framework, identifying and escalating any issues as they arise.
Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.
Key Skills required
Banking experience - in mortgages and arrears handling (desirable).
Customer service experience in a regulated environment (desirable).
Excellent customer service and problem resolution skills.
Ability to multi-task and work in a fast-paced environment.
Excellent verbal and written communication skills and attention to detail.
Effective customer service and organisational skills are necessary.
Ability to meet deadlines along with excellent time management skills.
Flexible in approach, rational when faced with changing priorities in a dynamic environment.
Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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