Job Description

Key Accountabilities

  • Dealing with all calls, post and emails effectively and to within agreed SLAs.
  • Checking of New Account Uploads.
  • Submitting of BACS files and actioning any unpaid direct debits or payments.
  • Dealing with all cash allocation to ensure funds are applied to the appropriate account. This will include checking the company bank account(s).
  • Dealing with all Servicing team Banking including Cash/Card Allocation, Redemption, Part Settlements etc.
  • Scanning Title updates to files.
  • Actioning and applying all redemption and capital reduction funds to loans to redemption/completion.
  • Actioning all Deed of Postponement, Easement requests to completion.
  • Ensuing all Printing is undertaken and sent within agreed SLAs.
  • Dealing with E-DS1 Upload, Payment Holiday Overpayments Exit & Refunds - Credit Arrears Report.
  • Dealing with Solicitors Missing Title Registrations.
  • Dealing with Cash/Redemption allocation last working day of the month which may go beyond the time of 1730.
  • Dealing with CRA Return (CAIS).
  • Checking and Actioning any Accounts in Credit at month end (From the Daily Arrears report) and updating the Senior Servicing Manager on any cases.
  • Actioning the Monthly Consolidation Refunds from Finance.
  • Adhering to the Invoice Process to check and pass for payment any invoices. (subject to mandate).
  • Dealing with any Exceptions between Phoebus and Fusion.
  • Actioning any B of E Base Rate Changes & Complaints.
  • Assisting the team with any Phoebus or system(s) Testing.
  • Assisting the Senior Servicing Manager & Head of Group Servicing to ensure the effective operation of the Servicing Team.
  • Taking Calls from customer and third parties to assist in the administration of their loans and any queries they may have.

    This list is not exhaustive and the duties are liable to change from time to time in line with the needs of the department.

        Skills & Competencies

        • Good telephone skills.
        • Ability to work as part of a team and on own initiative.
        • Attention to detail.
        • Strong negotiation skills.
        • Self-motivated.
        • Proactive.
        • Logical and organised.

              Knowledge & Qualifications

              • Preferably educated to Degree level.
              • Previous Customer Service/Arrears Management is preferable (but not essential) within a Financial Services organisation.

                  Personal Attributes

                  • Calm and self-assured.
                  • Well organised.
                  • Punctual.
                  • Able to work under pressure.

                    Company Values - CREDIT


                    Customer - Customers are our primary focus


                    Results - Results matter, create value every day


                    Energy is contagious, Share it!


                    Developing our people makes us different


                    Invent the solution - be proactive


                    Teamwork - Together we can build the business

                    Submit your C.V.