Role: SME Government Backed Lending Advisors
Location: Home based
Hours: Full-Time - 35 hours (Mon-Fri 9am-5pm)
To deal with individual customer contacts, amendment requests and enquiries relating to all Government Backed Lending Schemes (BBLS and CBILS) in an effective manner to the satisfaction of the customer and in line with all procedures and standards. Process simple (and more complex) Pay As You Grow Applications for BBLS customers accurately and provide ad hoc support to SME Business Support Team with customers who are in financial difficulty.
Receive, understand and assess customer requests and provide service/solutions which meet identified customer needs. Apply specialist knowledge, skills and appropriate behaviours effectively to achieve a successful outcome while maintaining the maximum possible level of customer satisfaction.
Process simple and complex customer requests specifically relating to their BBLS and/or CBILS loans.
Accurately process simple and complex Pay As You Grow requests for customers including calculation of loan arrears capitalisation as forbearance treatments that have been agreed by the SME Business Support Team.
Maintain accurate records for the Bank by ensuring British Business Bank portal is kept up to date in respect of full, partial settlements and arrears for all Government Backed Lending Schemes.
Develop and maintain, where appropriate, personal contact with allocated customers, ensuring customer requirements are fully met.
Ensure customer records are updated in a timely, accurate and effective manner to maintain and enhance data integrity and provide a basis for accurate assessments of performance.
Adhere to all relevant procedures, quality standards, service levels maximising performance against customer related and any other relevant targets and standards.
Develop and maintain all required skills, including a good working experience of relevant software tools and systems, to facilitate the efficient delivery of work activities.
Support the work of colleagues in other teams as required to improve capability and operate efficiently, maximising performance.
Contribute effectively to delivering to customer needs through performance and activities to continuous improve the business.
Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
To fully understand and work in accordance with the Bank’s cultural transformation and our Risk Management Framework, Risk Appetite and ethical policy.
Knowledge, skills and experience required:
Excellent customer service skills
Able to follow complex processes and complete accurate calculations for customers
Reliable and ethical, respecting customers’ confidentiality
Able to plan and organise resources and activities effectively. Multi task and prioritise
Good verbal and written skills
Interpersonal skills to foster effective relationships internally or externally
Experience of working to an SLA
Knows the boundaries of the job and how to escalate to more senior levels
Good understanding of quality standards required for the job in hand
Good working knowledge of SME Banking and Government Backed Lending schemes
What you can expect from us:
27 days holiday at start, rising to 30 days
Competitive pension / income protection / life assurance
2 paid days for volunteering per year
Positive working environment in contemporary offices
Strong career path within Financial Services
Family friendly policies and supportive working environment
Recognition scheme and a culture in which we celebrate success
Active network groups, ran by colleagues for colleagues
This role will not be around for long, so we would advise to get your application to us as soon as possible by applying today.
Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.
Should you require any reasonable adjustments throughout the recruitment process, please let our careers team know.