Grow with UTB

This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.

Role Purpose:

To be responsible for the oversight of UTB’s Bridging portfolio and to work with the Head of Business Operations to help the business achieve its strategic ambitions.

Responsibilities:

• Day to day oversight of customer liaison team and Servicing Manager
• Identify gaps in knowledge and provide training where required
• Prepare and present regular forecasts of expected movement of loans throughout the process
• Oversight of contact activity for customers that are both up to date and in financial difficulty to ensure positive customer outcomes
• Ensure that telephone calls, emails and letters are processed within set service standards and in line with key performance indicators
• Work with the Servicing Manager to ensure people management activity within the team is timely, including regular 1 to 1’s,performance monitoring and objective reviews

• Conduct regular first line quality checks and feedback results
• Adhere to internal customer management policy and regulatory requirements – FCA, PRA, Money Laundering, Prevention of Financial Crime, GDPR etc
• Work with the Compliance, Audit and Credit functions to ensure that regulatory change and best practice principles are adhered to
• Work collaboratively with the SMT to identify/evolve new product, process and sales distribution demonstrating clear teamwork characteristics supporting a “one team ethos” culture
• Identify opportunities and proactively make recommendations for continuous improvement
• Prepare and analyse MI and produce timely reports on business trends
• Attend and present at relevant credit/risk/business meetings
• Undertake project and ad-hoc pieces of work at management request

Skills and Experience sought:

Essential Experience

• Previous collections management and /or arrears exposure within mortgages/bridging (to a ‘Head of’ standard)
• Strong understanding of the regulatory environment
• Managing and developing people
• Working within an externally customer-facing environment
• Good understanding of data collation and MI reporting Desirable

Desired Experience

• Liaising with Third Parties
• CeMAP qualified, or part qualified

UTB is a dynamic and expanding specialist bank that provides solutions to our customers and brokers, which help them achieve their ambitions. Recognised as being one of the most dependable and well-respected Specialist Banks in the UK, we were delighted to see our balance sheet exceed the £2bn mark in 2022.

Exceptional customer service and the ability to provide rewarding deposits accounts and flexible lending solutions have helped us to develop productive and enduring relationships with our customers. We understand that their success is our success and that the quality of our people and teams, is key to delivering special outcomes for them.

We also understand that the performance of our people is directly linked to the culture in which they work. There is a strong sense of community at UTB and as well as promoting a clear set of internal values, and providing a wealth of facilities for training, personal development, and team building, we run a busy and varied calendar of engagement and social activity. Typical recent examples include: Pizza Lunch Days and Coffee Catch-ups; London Marathon and Sahara Challenge Sponsorships; Success Sharing and Value Awards; and Awesome Autumn social events ranging from Theatre Trips, Cocktail Mixology, and Cookery Classes, to Go-karting, Mini Golf and Clay pigeon shooting.

• competitive salary and discretionary bonus scheme
• matched pension contributions up to 7%
• 26 days annual leave plus two wellbeing days and opportunity to purchase additional holiday
• flexible and hybrid working
• private medical insurance via Vitality
• life, income protection and critical illness insurance
• enhanced family leave pay
• extensive learning and personal development opportunities
• electric car scheme and cycle to work scheme
• season ticket loan
• wellbeing support – discounted gym membership, employee assistance programme, 24/7 private GP access for staff and their immediate family (online), 1:1 key life stage coaching

Thank you for your interest in our current vacancy. Please click the link below to complete your online application.

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