Commercial Loan Servicing Team Leader

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for a Commercial Loan Servicing Team Leader with proven experience in customer service in a commercial loans environment.

As a key part of the Commercial Loan Servicing team, you will support the Manager and Operations Manager to deliver the day to day service and performance goals of the Servicing Team. This includes the oversight of queue performance, call handling performance, people management, mandated decision making, complaint handling and project work.

We would like to hear from candidates with mortgage industry experience who have excellent customer service and communication skills, specifically in residential and buy-to-let mortgages.

As a Commercial Loan Servicing Team Leader, your main responsibilities will include:

• Understanding and supporting the team plan for keeping all queues managed within SLA goal.
• Supporting inbound call handling by monitoring Specialists activity and by taking calls when needed.
• Acting as a first point of call for Specialists requiring management assistance.
• Effectively liaising with Clients, representing Pepper appropriately (if applicable).
• Resolving complaints as per the Complaints process.
• Assisting with monthly QA, Oversight and End to End reporting.
• Assisting with Call Observations and 1:1 meetings where required.
• Deputising in the CRE Manager’s absence.
• Having line responsibility for Specialists and carry out 121’s according to the functions requirements.
• Training, coaching and developing the team as needed.
• Acting as a Subject Matter Expert (SME) for business queries, and in contributions to projects as required.
• Establishing and maintaining appropriate internal control safeguards
• Interacting with other managers to provide project management expertise to deliver change.

Essential Skills:

• Experience of working in a senior capacity
• Knowledge of both commercial. buy-to-let and residential arrears management and overseeing full portfolio of accounts currently in arrears.
• Phone-based customer service experience
• The ability to understand and appropriately utilise systems and processes for the benefit of debt collection.
• The ability to understand and utilise legislative requirements for the benefit of the organisation.
• The ability to assess and mitigate risk for the benefit of the organisation.
• The drive to understand, agree, and satisfy customer requirements (internal and external) and deliver a high-quality service to them. Also, an awareness of the commercial impact of what you do.
• Able to work within established internal controls and maintain a high standard of quality across all your tasks.
• Detail orientated and able to work to tight deadlines.
• Good working knowledge of Microsoft Office

Benefits

• Salary £45,000 - £52,000 per annum
• Hybrid working
• Private medical insurance
• Salary Sacrifice Pension matched up to 8%
• 25 days holiday plus bank holidays
• EAP
• Enhanced maternity and paternity
• Wellbeing and Volunteering days
• Eye care contribution
• Payroll Giving
• Reward & Recognition Program
• Discounted RAC vehicle breakdown
• Life Assurance

Additional Information:

This position is a hybrid role and there will be an expectation (following an initial training period of approximately three months), of three days a week office attendance.

About us:

We currently operate in nine jurisdictions across the UK, Europe, and Asia Pacific, and have over US$50 billion in assets under management. We employ more than 1,100 people to look after 65 clients and 1,000,000 end-users - and we're growing fast. Through heavy investment in tech-enablement and data and analytics, we are driving operational efficiency, empowering clients, and expanding our remit all over the world.

Working across commercial and residential real estate, personal and SME loans, credit cards, asset finance and point of sale, our advanced credit intelligence platform enables us to arrive at the best solutions for our clients and their customers, and always pushes for the right outcome, whatever financial journey they're on. As an employee of the Pepper Advantage community, you’ll be part of a unique global-scale data network, giving you access to all the latest market trends and opportunities. You have to be in it to get the full advantage!