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Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated Asset Finance, Development Finance, Wholesale Finance and Specialist Mortgages divisions ensure that businesses receive the outstanding service, lasting relationships, integrity and expertise they need to prosper.
We also provide savings accounts to individuals and businesses and since we lend only to businesses, our savers can be sure their money will be used to boost the British economy.
The bank is authorised by the Prudential Regulation Authority and regulated by the Prudential Regulation Authority and the Financial Conduct Authority.
For more information, please visit our website: www.htb.co.uk
Our Values and Behaviour
All members of the HTB team are expected to demonstrate values and behaviour that underpin everything that we believe in
Customers matter
- We listen to our customers
- We value customer relationships over transactions
- We strive to deliver what customers want, when they want it, how they want it
- We prioritise customer outcomes over corporate expediency
We deliver
- We approach everything we do with discipline and set high standards
- We do more with less and embrace change
- We are fanatical about financial rigour and risk discipline
- We execute consistently with speed and accuracy
- We constantly strive to improve
Integrity without compromise
- We always aim to do the right thing - we don’t duck hard choices
- When we make a mistake we own up and fix it
- We are open and honest in all our communication
- We treat innovation and fresh thinking as an opportunity not a threat
People Power
- We are a meritocracy
- We empower people and make them accountable
- We encourage our people to learn and grow
- We challenge each other honestly & constructively
- We work as a team
- We know diversity makes us stronger
- We celebrate success
Position:
- To be the first contact point for specialist mortgage customers and/or their authorised representatives on any current or impending payment issues.
- To manage missed payments on accounts, making initial contact with the customer in line with our agreed contact strategy.
- To work with customers in a polite, professional, and sensitive way, to clear missed payments quickly wherever possible, agreeing alternative payment methods where applicable. To offer treatments to prevent any repeated missed payments, such as updating the payment date or updating direct debit details.
- To liaise with customers and/or their authorised representatives to understand the root cause of shortfall payments, identifying cases where financial difficulty is the primary cause. Where it is, offering the necessary support and payment plans to correct the account.
- To manage accounts that remain in payment shortfall, maintaining regular contact with customers or their authorised representatives in line with the banks contact strategy. Adding cases to the Bank’s Early Monitoring List in line with policy requirements.
- Creating trigger and referral reports for escalation of accounts to our business support team in the event of non-correction, with recommendations for future action where appropriate.
- To manage pre arrears and early warning indicator cases completing assessments and customer contact in line with process and policy requirements.
Requirements:
Qualifications And Experience
- Demonstratable experience within a collections role, within an FCA Regulated organisation.
- Respectable understanding of regulatory and legal requirements.
- Intermediate skills in Microsoft packages, including Word and Excel.
- Demonstratable experience within mortgage collections would be beneficial.
- Good standard of education, including GCSEs (or equivalent) in English and Maths at Grade 4 or higher.
Other information:
- To work towards a mandate to approve advisory triggers within the first line.
- To assist our Business Support team on Specialist Mortgage recovery cases where required.
- To become an authority and subject matter expert on early arrears management.
- To maintain an up to date and comprehensive knowledge of the team and group procedures and policies relevant to your role.
- To maintain accurate customer records across company’s databases and systems for accurate audit trail on all accounts. This includes application of the correct forbearance flags on the customer account.
- To work towards, obtain and maintain a mandate to authorise early forbearance on customer accounts, including payment arrangements and payment deferment.
