Customer Support Officer

The role is part of the Collections and Recoveries team within Risk Services supporting Asset Finance, and/or Retail Mortgage customers.

The role is primarily responsible for pro-active management of cases in arrears, assessing customer circumstances, and where appropriate, offering solutions (including tailored forbearance) to mitigate losses and deliver good customer outcomes. This includes managing late arrears cases and liaising with external solicitors where enforcement action has commenced.

This role requires a high level of communication, negotiation skills, and a thorough understanding of banking regulations relating to customers experiencing payment difficulties, including Consumer Duty.

Experience Required

• Proven track record and at least 2 years' experience in dealing with Collections and Recoveries accounts in a Banking environment.
• Knowledge of the Asset Finance and/or Residential Mortgage Collections & Recoveries industry is preferred.
• Experience of liaising with third parties, such as solicitors, receivers, and asset managers.
• Understanding of the regulatory environment, particularly Consumer Duty, MCOB, and CONC.

Interpersonal Skills and Competencies

• Computer literacy, including MS Excel and Word.
• Customer-focused approach.
• Strong communication skills, including active listening and clear articulation.
• Problem-solving and initiative.
• Planning, organizing, flexibility, and reliability.
• Negotiating and influencing skills.
• Adaptable and flexible.
• Ability to work with minimal supervision.
• Excellent planning and organizational skills.
• Enthusiastic "can do" attitude.
• Able to work under pressure and meet tight deadlines.
• Accuracy and attention to detail.
• Ability to establish effective working relationships at all levels.

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility, and delivery we provide. We are a purpose-led organization, focused on delivering long-term sustainable value for all stakeholders.

Our diversified offerings include innovative lending propositions tailored to specific customer needs across SME, Real Estate, and Personal markets. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple digital loans for consumers. We fund our lending through customer deposits, attracting them by delivering a premium experience, choice, and great value.

Our business model combines deep human expertise with advanced digital, tech, and data capabilities, enabling us to deliver excellent customer experiences efficiently and at scale. We pride ourselves on our innovative and agile culture, high employee engagement, and being an attractive destination for top talent. If you're willing to contribute ideas and believe in possibilities, you fit our culture.

Work with us because you:

• Want to be part of a bank built for the modern world.
• Enjoy a challenge and thrive in a fast-paced, innovative, and hardworking environment.
• Find satisfaction in solving complexity and making things happen.
• Value diversity and want to be part of an inclusive culture.
• Care about society and the environment.
• Seek professional growth and self-improvement.

Your Wellbeing - We prioritize your health and well-being with benefits such as:

• Family-friendly policies from Day 1, including Maternity, Adoption, and Paternity leave.
• Free access to Headspace, a mindfulness & meditation app.
• Free access to Peppy, supporting fertility, parenthood, and menopause.
• Employee Assistance Programme (EAP) for support on various subjects.
• Cycle to work scheme.
• Discounts on gym memberships.
• Contributory pension scheme & death in service benefits.

Your Lifestyle - We support work-life balance through benefits like:

• Minimum of 27 days holiday annually.
• Option to buy or sell holiday days.
• Nationwide discounts on gym memberships and high street brands.
• Community and charitable initiatives.

Your Contribution - We reward those who help us succeed through:

• Participation in an annual bonus scheme.
• Proudly recognizing colleagues through our Shawbrook recognition scheme.