To manage and lead a team of mortgage account managers in an arrears focussed contact centre. Ensure all staff remain competent and compliant whilst encouraging development. Collate and review KPI related MI to ensure quality standards are met, complete trend analysis and coaching where needed. Manage resource to ensure workloads are completed in line with SLA. Also specialising in arrears litigation management.

To review and measure third party supplier activities against targets, standards and service levels, agreeing and setting actions to improve capability and performance, so that the third party delivers to its maximum potential. Fully understand the performance of the supplier, identifying trends, potential problems and opportunities and propose ways in which performance can be improved. Ensure customer outcomes are at the required standard in line with regulatory requirements. Formulate and embed the Banks supplier governance structure and framework. Monitor and manage supplier caseloads ensuring performance is maintained through quiet and busy periods.

To manage customer accounts with outstanding mortgage arrears balances. Negotiating agreements with customers to repay arrears, building trust and rapport to ensure the desired outcome is achieved. Manage litigation accounts, liaising with external solicitors and debt management companies. Ensure daily administration tasks are completed on time and to an acceptable standard.

Manage and retain existing mortgage customers, creating sales opportunities with customers and selling mortgage and insurance products. Ensure all targets are met whilst remaining compliant on all calls. Maintain an up to date knowledge of all products and the mortgage lending criteria.