The Northridge collections and recoveries department is responsible for managing all UK customers who are experiencing financial or repayment difficulties. This may be because of a change in their circumstances leading to arrears on the account or due to a breach of contract, such as non-payment of a matured loan. We deliver responsible debt management throughout the customer lifecycle, balancing commercial risk with the delivery of fair & sustainable customer outcomes.

We attempt to proactively engage with our customers to help us to gain a full understanding of their financial situation and we will take into account their individual circumstances while working with them to tailor a strategy that suits their needs. We utilise a range of hardship tools and forbearance options which can help customers through difficult periods or provide solutions which enable repayment of loans past maturity.

We deal sympathetically and positively with any cases where a customer is in financial difficulty and we are informed that they have potential vulnerability. Their vulnerability may affect their ability to deal with financial matters or mean that they will experience difficulty in being contacted by our usual communications channels. We will work with the customer to minimise the risk of detriment whilst working towards an outcome which is appropriate to the customers individual needs and circumstances.

Having to adhere to strict Regulatory requirements laid down by the Financial Conduct Authority means that we have to strike a balance between helping the customer where there is a chance of recovery, and identifying an exit strategy when the loan is unsustainable in the long term.

Front line staff are a vital touch point for identifying, recording and responding to customers who are in arrears or facing financial difficulty.

The role will involve communicating with customer to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank. This will be achieved by fully understanding the individual needs of customers and where necessary using negotiating and influencing skills to agree a sustainable strategy.

Appropriate signposting of customers to agencies that can provide further support (eg. external agencies and debt advice organisations) when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs is also key.

Where support has been agreed the role holder will monitor ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.

• Contacting customers to understand their financial circumstances and make appropriate decisions that support our customers and limit losses to the Bank.
• Managing own caseloads and those of others and ensuring actions are in line with the required regulatory framework, policies and procedures.
• Using negotiating and influencing skills to agree a sustainable strategy or make recommendations to a higher mandate holder where required.
• Be a subject matter expert for more complex cases including (but not limited to) Legal Referrals, Repossessions, Voluntary Termination, Voluntary Surrender, Crushwatch, Insurance write offs, Breach of contract.
• Responsible for training within the team and wider C&R function
• A point of escalation within the team.
• Signposting customers to agencies that can provide further support (eg. external agencies and debt advice organisations) when customers are in financial difficulty, experiencing vulnerability or require further help to make decisions regarding their mortgage or financial affairs.
• Monitoring ongoing arrangements to ensure they accurately reflect customer's current financial circumstances and assist customers with debt management tools where appropriate.
• Understanding and acting within the conduct framework ensuring that all customers are treated fairly.
• Identifying customer vulnerabilities and ensuring that these are dealt with sensitively.
• Updating system records to ensure that all activity is recorded accurately.
• Handling mailbox enquiries from internal and external customers.
• Liaising with 3rd parties suppliers and parties including site visits, if required.
• Takes ownership of issues that are observed and follow up to close gaps.

None.

Role Modelling exceptional listening skills and problem solving mindset.

High level of problem solving and decision making with the ability to influence and negotiate tailored solutions within pre defined mandates.

Experience of working in a highly charged and emotionally challenging role preferred.

Ability to prioritise between competing priorities in a sometimes stressful environment.

Strong relationship and stakeholder management skills.