● Working on a specialised high performance team managing a portfolio of challenged mortgage customers.● A highly regulated role dealing with vulnerable customers in adherence with internal and external regulatory responsibilities. Includes Credit Assessment, financial analysis and negotiation skills.● Effective telephone and email communication combined with Face to Face customer meetings. ● Complaint investigation and resolution. ● Regular updates and communication to stakeholders across the Bank.

● Administration and assessment specialist for customer complaints handled by the Financial Services and Pensions Ombudsman (FSPO). ● Early identification of potential and actual conduct risks emerging via the complaints processes.● Successfully providing training and coaching to key stakeholders across the Retail, Arrears, Credit and Collections Department to improve customer experience.

● Dialler team member.● Management of telephone agents, in strict adherence to agreed service level abandonment rates.● Compilation and distribution of MI reporting.● Facilitation of training and additional coaching to collections staff members and the wider department to enable change. ● Establish and maintain a working relationship with a number of different stakeholders across the bank focusing on continuous improvement.

● Member of the Collections telephone team in the Retail, Arrears, Credit and Collections department. Responsible for contacting customers in mortgage distress and collection of late or outstanding mortgage repayments in line with targets.