Lead Mortgage Customer Assistance Specialist

Metro Bank Plc; East Midlands; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading bank in the East Midlands seeks a dedicated professional to assist vulnerable customers struggling with mortgage payments. The ideal candidate will possess strong communication skills, empathy, and experience in mortgage arrears, supporting both customers and team objectives. Metro Bank values internal promotions and offers competitive compensation with a focus on work-life balance.

Benefits

Generous holiday allowance

Attractive pension scheme

Healthcare

Life assurance

Colleague discounts

Qualifications

• Proven experience in a customer facing mortgage arrears role.
• Detailed understanding of GDPR and data protection principles.
• Strong communication skills to explain complex concepts.

Responsibilities

• Support vulnerable customers in financial difficulty and nurture the team.
• Gather information about customer circumstances and analyze forbearance options.
• Ensure accurate records of customer interactions are maintained.

Skills

Listening

Negotiation

Attention to detail

Influencing

Job description

We have been awarded the “Most Loved Workplace”! At Metro Bank, people come first –our cultureis all about bringing the best out in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in adiverse and inclusive workplaceand to find the very best person for the job, we always look across a wide range of diversecommunities.

What you will do:

• Support and be the face of the bank for some of our most vulnerable customers in financial difficulty.

• support and nurture the team to ensure we deliver exceptional customer service.

• support the Mortgage Customer Assistance Manager with a mixture of short- and long-term planning, including daily workflow, task prioritisation.

• Engage effectively with our customers through channels including inbound and outbound calls, email and letter.

• Be responsible for communicating empathetically and building trust with customers in financial difficulty and arrears.

• Gather information about customer circumstances, then analyse and make decisions about forbearance which delivers the best outcomes for them.

• Supporting customers by tailoring information to their needs and signposting them to the best sources of help

• Ensure accurate and relevant records are maintained of customer interactions and that our key systems are up to date.

• Liaise with internal and external stakeholders including colleagues in other teams across the bank, solicitors and field agents

• Apply to Metro Bank’s policies and standards to ensure you do the right thing, make decisions, and be empowered to be accountable for the decisions you make

• Support customers with general enquiries on interest only mortgages to confirm and update their repayment strategies and supporting next of kin following the death of a mortgage customer.

• Work as part of a team, supporting you colleagues and the Mortgage Customer Assistance Manager

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.

What you will need:

• Proven experience in a customer facing mortgage arrears role.

• Demonstrable experience and understanding of the UK mortgage market, gained through working in a primary or special servicing role.

• Detailed understanding of GDPR and data protection principles.

• Understanding of the regulatory environment that applies to mortgage arrears, including MCOB, DISP and Consumer Duty.

• Ability to tailor and adapt your approach and explain complex concepts in a way that’s easy for customers to understand

• Strong Attention to detail.

• Strong listening, probing, negotiation and influencing skills to be used with stakeholders and customers.

Our promise to you…

• We believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU! An AMAZEING colleague to move into this FANtastic new role!

• We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!

• We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).

• We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.

Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Please note that sometimes we may close a job earlier for applications if we are inundated with amazing candidates.. Good luck!

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