Payment Support Team Leader

Payment Support Team Leader

Specialist Mortgages

HYBRID

Up to £62,500

The Payment Support Team Leader will manage the Specialist Mortgages collections team, ensuring telephone calls, customer contact and all associated processes are conducted in accordance with internal procedures whilst maintaining a complex pipeline of cases, liaising with internal departments, including Credit and Business Support on referral cases.

The Payment Support Team Leader’s responsibilities shall include, but are not limited to:

• Allocating and overseeing the accurate completion of daily work tasks within the collections team including arrears calls, BACS reports and inbox management
• Ensuring team members deliver in line with process requirements, contact strategy and SLA.
• Undertaking and leading the Payment Support Team, including all aspects of people management including monthly 1:1s
• Serving as a subject matter expert within the team and wider department for complex and/or problematic cases
• Attend regular credit stewardship forums and other appropriate meetings (both internal and external) to represent the department in delivering updates, insights and performance.
• Create and develop appropriate monthly KRI metrics and producing detailed and insightful MI reports concerning month end position, team performance and other key metrics.
• Developing, maintaining and reporting on QA metrics and data to demonstrate team performance to deliver SYSC requirements, including telephone call monitoring and TCF outcomes.
• Collaborating with the Group’s internal Business Support Team, identifying continuous improvement opportunities and ensuring a smooth transition of cases for escalated cases.
• Overseeing the effective administrative support delivered by the team to the Business Support Team for recovery cases, ensuring high standards and SLAs are achieved.
• Maintaining a comprehensive knowledge of regulatory and industry developments and requirements and translating any developments and/or changes into the delivery and implementation of practical and well considered operational processes, training and procedures.
• Actively striving towards obtaining and maintaining a mandate to authorise early forbearance on customer accounts, escalating where necessary.

Qualifications/Experience

• Demonstratable experience operating in a senior capacity within a mortgages collections-based role, or similar, within Financial Services.
• Demonstratable knowledge and practical experience dealing with litigation cases.
• Knowledge of credit risk, problem debt management and recoveries in the mortgages industry would be beneficial.
• Understanding of regulatory and legal framework pertaining to problem debt management and recoveries would also be beneficial.

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