Customer Support Officer Shawbrook Risk Services GB Published

The role is part of the Collections and Recoveries team within Risk Services supporting Asset Finance, and or, 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 the management of late arrears cases and liaison 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.

• Proven track record in dealing with Collections and Recoveries accounts in a Banking environment.
• Knowledge of the Asset Finance and or Residential Mortgage Collections & Recoveries industry is preferred.
• Experience of liaising with third parties, for example solicitors, receivers and asset managers.
• Understanding of the regulatory environment and in particular Consumer Duty, MCOB and CONC.

• Computer literate, PC skills including MS Excel and Word.
• Customer-focused approach.
• Strong communication, in particular listening skills and communicating with clarity.
• Problem solving and initiative.
• Planning, organising, flexibility and reliability.
• Negotiating and influencing skills.
• Adaptable and flexible.
• Ability to work with minimal supervision.
• Excellent planning and organisational skills.
• Enthusiastic "can do" attitude.
• Able to work under pressure and to tight deadlines.
• Accuracy and attention to detail.
• Ability to establish effective working relationships at all levels.

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose‑led organisation, with a focus on delivering long‑term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth‑focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and  are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent.

If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast‑paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Your Wellbeing - We take your health and well‑being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee…