Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

We are seeking a customer-focused Loan Officer to join our team. In this role, you will be responsible for managing communications with Real Estate customers who have completed on their mortgage where a request has been received to alter the terms of their mortgage, where the customer is providing evidence to support their request, or where a customer has a general servicing enquiry.

Key Responsibilities

• To be the key point of contact for Real Estate loan customers who wish to alter the terms of their original loan or have a servicing enquiry. Provide a professional service in line with company values, managing customer expectations accordingly.
• Actively manage the team’s pipeline of cases for a wide range of tasks covering Loan Management, Expiry Management and Lending to ensure the customer journey is at the forefront of what we do, using the workflow system to deliver the required performance against our agreed SLAs.
• Assist colleagues in the managing of enquires through to resolution, providing support when required. To include initial and continuous contact with customers, taking payment of fees, special condition checks and instructing of valuations, solicitors and interim inspections.
• To key cases in the CDD Portal, interpreting the results and updating the results into the relevant system accurately. Responsible for assessing ID and VA documents, satisfying the IDVA conditions and for acting the IDVA referrals in the relevant system in line with the Bank’s Financial Crime Procedures and Standard Operating Procedures.
• To manage internal telephone calls and email enquiries professionally and to the highest standard across the Real Estate Customer Services Teams.
• To manage the incoming post across Real Estate ensuring that the post is processed on the same day, distributed to the correct department and any legal, court letters are prioritised to mitigate risk to the Bank. 
• To have excellent attention to detail to update relevant system accurately, and to issue accurate, concise and clear correspondence to our customers. 
• Ensure all activities are carried out in line with standard operating procedures, the bank’s credit risk appetite, and regulatory policies. Maintain high standards of accuracy and integrity throughout the customer journey.

Qualifications/Certification

• Good computer skills including proficiency in Microsoft applications
• Candidates will have a good educational background with proficiency demonstrable in Maths and English

Experience 

• Proven track record of customer management and relationship development
• Knowledge of TCF in the banking industry
• Proven experience working within the Financial Services Sector
• Mortgage experience is preferred but not essential
• Understanding and awareness of DPA and legislative requirements
• Ability to build productive relationship with 3rd party contacts

Technical/Specialist Knowledge & Skills Technical

• Good knowledge of applicable regulatory standards
• Competent in MS Office applications (Word, Excel, Power Point, Outlook)
• Excellent attention to detail
• Able to follow procedures and assess enquiries in line with prescribed procedure

Interpersonal

• Reliable, Adaptable & flexible
• Excellent communication skills required including verbal and written.
• Excellent planning and organisational skills
• Enthusiastic “can do” attitude
• Able to work under pressure and to tight deadlines
• Accuracy & attention to detail
• Professional, approachable
• Establishes effective working relationships at all levels
• Customer-focused approach
• Pro-active and Self-Driven.
• Focused: Customer satisfaction is at the heart of what you do

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done