Payment Support Team Leader

Hampshire Trust Bank; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Hampshire Trust Bank is seeking a Payment Support Team Leader to manage their Specialist Mortgages collections team in London. The role involves overseeing collections processes, ensuring compliance, and managing team performance. Ideal candidates will have substantial experience in financial services, particularly in mortgages collections, along with strong leadership skills.

Qualifications

• Demonstrable experience in a senior role within mortgages collections.
• Knowledge of litigation cases and problem debt management.
• Intermediate skills with Microsoft Office, especially Word and Excel.

Responsibilities

• Manage the Specialist Mortgages collections team and ensure compliance with internal procedures.
• Oversee daily work tasks and conduct performance management.
• Serve as a subject matter expert for complex cases.

Skills

Customer Service

Problem Debt Management

Credit Risk Knowledge

Team Management

Education

Experience in Financial Services

Tools

Microsoft Office

Job description

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Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated Asset Finance, Development Finance, Wholesale Finance and Specialist Mortgages divisions ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.

We also provide savings accounts to individuals and businesses and since we lend only to businesses, our savers can be sure their money will be used to boost the British economy.

The bank is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.

For more information, please visit our website:www.htb.co.uk

Our Values and Behaviour

All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in

Customers matter

• We listen to our customers
• We value customer relationships over transactions
• We strive to deliver what customers want, when they want it, how they want it
• We prioritise customer outcomes over corporate expediency
  
  

We deliver

• We approach everything we do with discipline and set high standards
• We do more with less and embrace change
• We are fanatical about financial rigour and risk discipline
• We execute consistently with speed and accuracy
• We constantly strive to improve
  
  

Integrity without compromise

• We always aim to do the right thing - we don’t duck hard choices
• When we make a mistake we own up and fix it
• We are open and honest in all our communication
• We treat innovation and fresh thinking as an opportunity not a threat
  
  

People Power

• We are a meritocracy
• We empower people and make them accountable
• We encourage our people to learn and grow
• We challenge each other honestly & constructively
• We work as a team
• We know diversity makes us stronger
• We celebrate success
  
  

Position:

The Payment Support Team Leader will manage the Specialist Mortgages collections team, ensuring telephone calls, customer contact and all associated processes are conducted in accordance with internal procedures whilst maintaining a complex pipeline of cases, liaising with internal departments, including Credit and Business Support on referral cases.

Requirements:

• Demonstratable experience operating in a senior capacity within a mortgages collections-based role, or similar, within Financial Services.
• Demonstratable knowledge and practical experience dealing with litigation cases.
• Knowledge of credit risk, problem debt management and recoveries in the mortgages industry would be beneficial.
• Understanding of regulatory and legal framework pertaining to problem debt management and recoveries would also be beneficial.
• Intermediate level skills with Microsoft Office, including Word and Excel.
  
  

Other information:

• Allocating and overseeing the accurate completion of daily work tasks within the collections team including arrears calls, BACS reports and inbox management, ensuring team members deliver in line with process requirements, contact strategy and SLA.
• Undertaking and leading the Payment Support Team, including all aspects of people management including monthly 1:1s, recruitment activities, performance management and training and development.
• Serving as a subject matter expert within the team and wider department for complex and/or problematic cases, ensuring accounts are managed in accordance with the Group’s agreed contact strategy and requirements.
• Attend regular credit stewardship forums and other appropriate meetings (both internal and external) to represent the department in delivering updates, insights and performance.
• Create and develop appropriate monthly KRI metrics and producing detailed and insightful MI reports concerning month end position, team performance and other key metrics.
• Develop and implement measures to identify, evidence and track team and individual competencies, ensuring effective quality assurance frameworks are in place to identify training needs, improve service standards and to mitigate risk(s).
• Developing, maintaining and reporting on QA metrics and data to demonstrate team performance to deliver SYSC requirements, including telephone call monitoring and TCF outcomes.
• Collaborating with the Group’s internal Business Support Team, identifying continuous improvement opportunities and ensuring a smooth transition of cases for escalated cases.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Banking

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