Job description
What you will do: • As a Mortgage Arrears Assurance Specialist at Metro Bank, you will bring your mortgage arrears expertise to role which will oversee and work closely with suppliers, to ensure that the best outcomes are delivered for mortgage customers in arrears or facing financial difficulty • Work closely with suppliers and teams across oversight/quality assurance and mortgage arrears and other special servicing areas • Using your excellent mortgage arrears knowledge, you will be a point of enquiry/escalation for our third-party suppliers on our customers’ mortgage arrears issues • Undertake detailed and effective customer journey reviews/outcome testing against our assurance frameworks, to support our oversight plan • Review arrears situations, making evidence-based recommendations • Work closely with our suppliers to oversee, monitor, and review, with the aim of continuously improving, the customer service experience through the mortgage journey • Ensure all processes are ‘controlled’ in accordance with our risk framework and meet the relevant regulations that apply to mortgage servicing and arrears • Prepare detailed and accurate reports for various committees including risk and governance And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns. What you will need: • This would be a FANtastic opportunity for an individual with experience dealing directly with customers in mortgage arrears • Experience of oversight/QA in such an environment would also be highly advantageous • Experience/understanding of Primary and Special mortgage servicing • Good working knowledge of arrears and litigation customer journeys, regulatory guidance and other industry guidance and best practice, relating to the fair treatment of customers in arrears and who are vulnerable, including all regulations that apply to mortgage servicing • Strong written communication skills, particularly creating guidance, process, and training materials to support colleague development and to communicate with customers • Experience of dealing with complaints and drafting detailed customer communications would also be highly advantageous • Knowledge of MCOB 13 regulated arrears management policies and standards • To understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders Our promise to you… • We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts! • We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!) • We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible
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