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 assist Buy to Let and Bridging customers with the ongoing management of their loan account from completion to redemption, including arrears, breaches and litigation. Always ensuring they receive fair and professional treatment while protecting the Bank’s interests.

Responsibilities: 

• To be the key point of contact for Buy to Let and Bridging loan customers, providing a professional service in line with company values, policy and regulatory requirements (including Consumer Duty)
• To create, 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 manage a portfolio of cases in line with borrower management procedures and policy. This will include working through daily workflow tasks to proactively manage arrears, default events and expiring loans, contacting customers at the correct times to ensure payments are made on time.
• Adhere to internal customer service policy and regulatory requirements – FCA, PRA, Money Laundering, Prevention of Financial Crime, Data Protection etc
• Undertake project and ad-hoc pieces of work at management request.

Skills and Experience sought: 

• Previous customer service, arrears or administration exposure.
• Working within an unregulated environment.
• Managing and prioritising own workload.
• Telephone or face to face customer contact
• Has worked in a mortgage or loan collections environment
• Successfully engages with customers and fosters a sense of support and collaboration.
• Recommends effective solutions and able to clearly articulate reasons why.
• Able to identify key risks.
• Provides positive customer outcomes.
• Strong performance against role objectives

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.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we’re committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with your permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

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

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