Portfolio Case Manager

This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.

Role Purpose

To assist Buy to Let and Bridging customers with the ongoing management of their loan account from completion to redemption, ensuring they receive fair and professional treatment while protecting the Bank’s interests.

Key Responsibilities

• To be the key point of contact for Buy to Let and Bridging loan customers, providing a professional service in line with company values, policy and regulatory requirements (including Consumer Duty)
• To create, develop and manage relationships with our customers, learning about the customer’s loan account(s), businesses, and properties. Treating all customers in line with the conduct standards of the bank, with a view to encouraging repeat business and reputational referrals.
• To manage a portfolio of cases in line with borrower management procedures and policy. This will include working through daily workflow tasks to proactively manage arrears, default events and expiring loans, contacting customers at the correct times to ensure payments are made on time.
• Adhere to internal customer service policy and regulatory requirements – FCA, PRA, Money Laundering, Prevention of Financial Crime, Data Protection etc
• Undertake project and ad-hoc pieces of work at management request

Skills and Experience

• Previous customer service, arrears or administration exposure.
• Working within a regulated environment.
• Managing and prioritising own workload.
• Telephone or face to face customer contact
• Has worked in a mortgage or loan collections environment.
• Teamwork
• User Experience
• Empathy

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with our permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.

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