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Arrears Team Leader Job Details
Job title: Arrears Team Leader
Category: Commercial
Term: Permanent
Location: Suffolk
Ref: 894924
Job description:
Title: Arrears Team Leader



Reports To: Special Servicing Manager



Direct Reports: Up to 12



Overall Responsibilities



To proactively manage a team of Arrears Officers ensuring that:



* Collections and Litigation activity is carried out in accordance with, and in excess of, the levels specified in the SLA, procedures and current legislation.



At all times the jobholder must exhibit a professional approach to customers in arrears, in order to deliver a professional service to clients.



General Tasks / Principal Accountabilities:



* Manage a team of up to 12 Arrears Officers providing effective coaching, performance management and development to all team members
* Understand the terms and conditions of a borrowers loan so that they may be clearly explained to, and met by, the borrower
* Ensure information relating to borrowers and their loans is current and accurately recorded on CMM's systems
* Ensure that borrowers are correctly informed of payments due and that the collection of the required payment is made promptly and accurately
* Receive and resolve loan enquiries from borrowers and their advisors
* Liaise professionally with third parties
* Report problem issues accurately, proactively and in a timely and professional manner, making recommendations as necessary and expressing balanced and technical opinions
* Identify, recommend and implement enhancements to processes and procedures
* Provide training and guidance to other team members as necessary
* Assist with projects as defined by the Servicing Manager by meeting agreed deadlines and achieving specific objectives
* Undertake ad-hoc tasks as required





Specific Tasks and Accountabilities



* Working with borrowers to ensure arrears are brought up to date in accordance with SLA's, procedures and regulatory requirements
* Ensure that requests for information are responded to accurately and within SLA's
* Ensure that amendments to borrowers accounts are made accurately and in accordance with procedures and regulatory requirements
* Ensure that enquiries for changes to borrowers accounts are dealt with within mandated levels and in accordance with procedures. Report any breaches to the Servicing Manager
* Day to day supervision of team members. Report any performance issues to the Servicing Manager
* Day to day training of team members
* Carry out annual and interim appraisals for team members and monthly reviews





* Carry out Quality Controls in accordance with procedure
* Providing Reports to Servicing Manager
* Monitor team members productivity and report any issues to the Servicing Manager
* Ensure that procedures reflect current practices. Report any required amendments to the Special Servicing Manager
* Ensure that accounts are accurately transferred to and from our clients servicing teams in a timely manner



Decision Making



* To be able to organise your team workload to meet regulatory and operational requirements
* To approve and decline requests within mandate



Guidance is available at all time from the Special Servicing Manager who will make the ultimate decision when necessary.



Essential Knowledge, Skills and Characteristics



* Ability to work as an effective team member - be co-operative, support others and deliver what you promise
* Ability to communicate at all levels
* Excellent telephone manner
* Understanding of UK Benefits System
* Understanding of financial budgets
* Good quality of written and verbal communication
* Ability to organise workload of self and team to meet deadlines
* Ability and willingness to see a task through to completion
* Efficient time manager with the ability to reach service deadlines
* Customer focused - identify effective solutions for borrower, internal client and external client
* Knowledge and understanding of mortgage loan documentation
* Knowledge of the applicable regulations/codes governing the financial services industry



Desirable Knowledge, Skills and Characteristics



* People Management experience
* Experience of writing procedures
* Full CeMAP Qualification
Salary: 28000 per annum
Benefits:
Start date: 31/07/2016
Contact name: ROBERT CORNWELL
Contact email address: Robert.cornwell@hunterskill.com
Contact telephone number: 01473 216611
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