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Hampshire Trust Bank is a specialist bank, staffed by experts focused on helping UK businesses realise their ambitions. Our dedicated 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.
The working pattern of this role is hybrid, with an expectation to be in the office 50% of the time.
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 point of contact on all servicing matters for customers, brokers and internal colleagues.
- To process and manage requests from customers that may vary their original agreement in some way, such as extensions to a facility, consent to lease or part release of security.
- To maintain a pipeline of these enquiries, acting as primary contact point for their applications and keep customers fully informed of the requirements, enquiry status and decision at all times.
- To issue a timely and quality response to all enquiries in line with the team’s service level requirements.
- To manage and process these enquiries in accordance with bank policies and procedures, securing appropriate approvals from 2 line/underwriting as required.
- To work towards, obtain and maintain a decision mandate to authorise and approve customer enquiries without the need for referral.
- To stay informed and hold up to date knowledge about the team’s and group’s procedures and policies relevant to your role.
Requirements:
Qualifications And Experience
- Proven ability to manage multiple tasks efficiently, prioritize effectively, and meet deadlines in a fast-paced environment.
- Strong ability to review and disseminate information received to review and present to credit departments.
- Demonstrated experience in servicing customer accounts, ideally within the bridging finance sector or a similar financial services environment.
- High level of accuracy in all work, particularly in processing customer requests and maintaining customer records.
- A track record of delivering exceptional customer service, with a strong focus on meeting customer needs and expectations.
- Solid understanding of risk management principles, with the ability to identify and mitigate potential risks in customer accounts and inquiries.
- Excellent verbal and written communication skills, with the ability to effectively liaise with customers, brokers, and internal teams.
- Proven ability to work effectively as part of a team, contributing to a collaborative and supportive work environment.
Other information:
- Dependant on department, to either review customers accounts and exposure on an annual basis ensuring all metrics are still within agreed tolerances or to manage a portfolio of customer accounts nearing the end of their terms, ensuring timely repayment of funds. Where necessary, granting short term extensions (in line with policy) to facilitate repayment.
- Prepare and present accurate credit proposals for any amendments to existing facilities, ensuring compliance with HTB’s credit policies and procedures.
- Monitor early warning indicators on accounts taking appropriate and timely action in line with bank guidance, if required completing referrals to business support, escalating concern cases in accordance with group policy.
- Produce and provide administration documents for customers such as redemption statements.
- To maintain accurate customer records across the company’s databases and systems.
- assist with any team or bank projects and undertake additional duties as required by management from time to time.
