Mortgage Arrears and Customer Care Manager Job in Cardiff

Mortgage Arrears and Customer Care Manager Job in Cardiff. Apply for the latest Cardiff jobs in Accounting/Financial/Insurance.

Mortgage Arrears and Customer Care Manager Job in Cardiff

Job Description
Job Title: Mortgage Arrears and Customer Care Manager

Location: Hybrid or remote working option is available (head office is based in Cardiff)

Salary: Between £45-60,000 based on experience

Hours: Monday to Friday 9am to 5.30pm

Benefits:

28 days holiday with the option to buy more
4 days on top of annual leave for community and charity work
Flexible working options
Subsidised Gym Membership
Company pension contribution up to 15%
Private Medical and Health Insurance
Life Cover
Critical Illness cover
Annual discretionary bonus
Enhanced maternity and paternity pay – up to 20 weeks paid leave
Pay other great perks and incentivesAbout the role of Mortgage Arrears and Customer Care Manager

Our client is a financial services business focused on the commercial lending, savings, and specialist residential mortgage markets. Working at this business is about making a difference. That starts with our client's purpose: they make life better for customers and society in the moments that matter.

Based in the Operations division, you will report to the Head of Servicing. The role is an excellent opportunity for an influential leader to manage, coach and develop the Customer Care (arrears/servicing team) and Property team to ensure standards are met and maintained.

Responsibilities required for the role of Mortgage Arrears and Customer Care Manager

Inspire, motivate, and lead the Customer Care and Property Sales Teams, ensuring that there are effective controls in place and that all agreed service levels and Key risk indicators are adhered to
Create and embed a learning culture within the Customer Care and Property Sales Teams, which remain well informed of regulatory, legal and market trends
Ensure compliance with all relevant Bank and regulatory obligations
Managing, measuring, and monitoring all team's department activity for accuracy/productivity and good customer outcomes
Responsible for reporting against SLA's suggesting solutions to improve customer outcomes and performance
To monitor a sample basis of out puts from the teams to ensure compliance with quality, policies & procedures ensuring staff are competent in their role and are cross trained to ensure resilience across the function
To ensure adherence to all audit and compliance requirements through regular control checks
Responsible for the strategic direction of the function, including resourcing, technology, people and team development performance management and succession planning
Managing and reviewing supplier relationships (solicitors/field agents), including reviewing legal and litigation processes
Responsible for the delivery of a First-Class customer experience throughout the Savings customer journeys.
Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to Group products and services (e.g., PRA/FCA rules, Data Protection, Money Laundering, etc.), as advised by line management.
Maintain good knowledge and understanding of all relevant Groupwide and departmental policies and procedures relevant to the role, being always compliant with these policies and procedures.
Support the risk culture of the organisation by taking personal responsibility for identifying and managing risks in everything you do.Experience required for the role of Mortgage Arrears and Customer Care Manager

Experience of managing a team is essential
Experience of working in the mortgage sector is essential
Mortgage related arrears is essentialFor more information regarding the role of Mortgage Arrears and Customer Care Manager please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days

Job Type: Permanent, Full Time
Location: Cardiff
Category: Accounting/Financial/Insurance
City: Cardiff
County: South Glamorgan
Country: United Kingdom
Salary: £45000 – £60000/annum benefits
Benefits: benefits