Customer Support Officer - Mortgages Shawbrook Risk Services Glasgow, GB Published on May 21, 2025

Shawbrook Bank; Glasgow; On-site; GBP 30,000 - 45,000; Full time

Job summary

Shawbrook Bank is seeking a Collections and Recoveries professional to join their Risk Services team. The role involves managing arrears cases, assessing customer situations, and providing solutions to mitigate losses. Ideal candidates will possess strong communication and negotiation skills, along with a thorough understanding of banking regulations related to payment difficulties.

Benefits

Market-leading family-friendly policies

Free Headspace app for mindfulness

Employee Assistance Programme

Cycle to work scheme

Minimum of 27 days holiday annually

Participation in annual discretionary bonus scheme

Qualifications

• Proven track record in Collections and Recoveries.
• Knowledge of Residential Mortgage Collections preferred.
• Understanding of regulatory environment, particularly Consumer Duty.

Responsibilities

• Manage cases in arrears and assess customer circumstances.
• Liaise with external solicitors for enforcement actions.
• Offer tailored forbearance solutions to mitigate losses.

Skills

Communication

Negotiation

Problem-solving

Attention to detail

Customer-focused approach

Tools

MS Excel

MS Word

Job description

The role is part of the Collections and Recoveries team within Risk Services supporting Retail Mortgage customers.

The role is primarily responsible for pro-active management of cases in arrears, assessing customer circumstances and where appropriate, offering solutions (including tailored forbearance) to mitigate losses and deliver good customer outcomes. This includes managing late arrears cases and liaising with external solicitors where enforcement action has commenced.

This role requires a high level of communication, negotiation skills, and a thorough understanding of banking regulations relating to customers experiencing payment difficulties, including Consumer Duty.

The Person

Experience Required

• Proven track record and experience in dealing with Collections and Recoveries accounts in a Banking environment.
• Knowledge of the Residential Mortgage Collections & Recoveries industry is preferred.
• Experience liaising with third parties, such as solicitors, receivers, and asset managers.
• Understanding of the regulatory environment, particularly Consumer Duty, MCOB, and CONC.

Interpersonal Skills and Competencies

• Computer literate, with proficiency in MS Excel and Word.
• Customer-focused approach.
• Strong communication skills, including listening and clarity in communication.
• Problem-solving and initiative.
• Planning, organizing, flexibility, and reliability.
• Negotiating and influencing skills.
• Adaptability and flexibility.
• Ability to work with minimal supervision.
• Excellent planning and organizational skills.
• Enthusiastic “can do” attitude.
• Able to work under pressure and meet tight deadlines.
• Attention to detail and accuracy.
• Ability to establish effective working relationships at all levels.

The Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility, and commitment we deliver. We are a purpose-led organization focused on delivering long-term sustainable value for all stakeholders.

Our diversified offering includes innovative lending propositions tailored to specific customer needs across SME, Real Estate, and Personal markets. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple digital loans. We fund our lending through customer deposits, which we attract by providing a premium experience, choice, and great value to savers.

Our unique business model combines deep human expertise with advanced digital, tech, and data capabilities, enabling us to deliver excellent customer experiences efficiently at scale. We foster an innovative and agile culture, resulting in high employee engagement and making Shawbrook an attractive employer for top talent. If you’re proactive, innovative, and collaborative, you’ll thrive here.

Work with us because you:

• Want to be part of a bank built for the modern world
• Enjoy challenging, fast-paced, and innovative environments
• Find satisfaction in solving complexity and making things happen
• Value diversity and inclusion, supporting minority and underrepresented groups
• Care about society and the environment
• Seek professional growth and self-improvement

Reward

Your Wellbeing - We prioritize your health and well-being with benefits such as:

• Market-leading family-friendly policies from Day 1, including maternity, adoption, and paternity leave
• Free Headspace app for mindfulness and meditation
• Free Peppy app for personalized support on fertility, parenthood, and menopause
• Employee Assistance Programme (EAP) for support on various issues
• Cycle to work scheme
• Discounts on gym memberships
• Contributory pension scheme and death in service benefits

Your Lifestyle - We support work-life balance through benefits like:

• Minimum of 27 days holiday annually
• Option to buy or sell holiday days
• Nationwide discounts on gym memberships and high street brands
• Community support and charitable initiatives

Your Contribution - We reward those who contribute to our success via:

• Participation in an annual discretionary bonus scheme
• Proudly Shawbrook recognition program for role models and excellent performance