Mortgage Arrears Assurance Specialist

Metro Bank (UK); London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Metro Bank is seeking a Mortgage Arrears Assurance Specialist to oversee third-party suppliers and improve customer outcomes in mortgage arrears. This role requires expertise in mortgage servicing and strong communication skills. The bank promotes internal growth and offers flexible working options.

Benefits

Generous holiday allowance

Attractive pension scheme

Healthcare

Life assurance

Colleague discounts

Qualifications

• Experience dealing directly with customers in mortgage arrears.
• Knowledge of primary and special mortgage servicing.

Responsibilities

• Oversee third-party suppliers for mortgage arrears.
• Conduct customer journey reviews and outcome testing.
• Prepare detailed reports for committees.

Skills

Communication

Risk Management

Quality Assurance

Job description

1 day ago Be among the first 25 applicants

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

What You Will Do

• As a Mortgage Arrears Assurance Specialist at Metro Bank, you will bring your mortgage arrears expertise to a non-customer facing role – overseeing and working closely with trusted third-party suppliers to ensure the best outcomes for mortgage customers in arrears or facing financial difficulty.
• Work closely with these third-party suppliers across oversight, quality assurance, and mortgage arrears and other special servicing areas.
• Utilize your mortgage arrears knowledge to serve as a point of enquiry/escalation for our third-party suppliers regarding customers’ mortgage arrears issues.
• Conduct detailed customer journey reviews and outcome testing against our assurance frameworks to support our oversight plan.
• Review arrears situations and make evidence-based recommendations.
• Collaborate with our suppliers to oversee, monitor, and review processes, aiming to continuously improve the customer service experience through the mortgage journey.
• Ensure all processes are controlled according to our risk framework and meet relevant regulations related to mortgage servicing and arrears.
• Prepare detailed and accurate reports for various committees, including risk and governance.

Risk management is integral to all our activities. We value individuals who take responsibility, prioritize doing the right thing for customers, colleagues, and Metro Bank, and are proactive in raising concerns.

What You Will Need

• This is an excellent opportunity for someone with experience dealing directly with customers in mortgage arrears, who will now apply this expertise in a non-customer facing environment.
• Experience in oversight or quality assurance in such environments would be highly advantageous.
• Knowledge of primary and special mortgage servicing.
• Understanding of arrears and litigation customer journeys, regulatory guidance, and best practices related to the fair treatment of customers in arrears and vulnerable customers, including applicable regulations.
• Strong written communication skills, especially in creating guidance, processes, and training materials to support colleague development and customer communication.
• Experience handling complaints and drafting detailed customer communications is also highly advantageous.
• Knowledge of MCOB 13 regulated arrears management policies and standards.
• An understanding of the risks associated with your role and their implications for yourself, Metro Bank, and stakeholders.

Our promise to you…

• We believe in promoting from within, so we are looking for YOU! An amazing colleague to step into this fantastic new role.
• We offer a competitive salary, discretionary annual bonus, and a wide range of benefits including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and colleague discounts.
• We provide training to help you succeed and offer internal career progression opportunities, with around 40% of our hires coming from internal promotions.
• We support work-life balance with flexible working options; in this role, you will work hybrid, currently in AMAZE Central Holborn once a week on Tuesdays.

Diverse teams are the best teams. We understand that candidates, especially women, may hesitate to apply unless they meet every requirement. We are open to flexible working requests and encourage you to apply even if you don’t meet all criteria. Sometimes, we may close the application process early if we receive many strong candidates. Good luck!

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Finance and Sales
• Industries: Banking

Referrals increase your chances of interviewing at Metro Bank (UK) by 2x.

Location: London, England, United Kingdom