At Metro Bank, we believe the best banking experience starts with people who genuinely care. We’re not just delivering banking services - we’re building trust through authentic connections. Here, our people come first; our colleagues are part of a team that values individuality, collaboration, and long-standing relationships. We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible.
What you will do:
- Proactively communicate with customers, third party debt advice organisations and third-party suppliers through written and telephone-based channels in a timely manner ensuring all parties are kept fully informed throughout the duration of theinsolvency/recovery process
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Ensure smooth recovery of monies in line with FCA requirements and team objectives are delivered
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Ensure any complex cases that can't be recovered/resolved are escalated to the relevant parties in a timely manner and all parties are kept fully informed until resolved
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Provide information to Insolvency Practitioners for businesses entering an event of insolvency.
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Regularly update accurate records of debt recovery cases and data in relevant tools and systems in line with company procedures and provide any relevant data/reports for management relating to personal and recoveries activity as and when required
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Build and maintain solid working relationships acrossdifferent teams inthe business,to ensurewe support the overall operation.
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Operate ina mannercompliant with all applicable regulations and relevant business risks, ensure relevant processes are followed and any breaches/non-compliance is highlighted immediately tomanagerand compliance
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Develop own knowledge of relevant products, as well as regulatory practices and procedures, service standards, processing and systems relating to recoveries/customer operations
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Complete timely and accurate administration processes to support front and back end operations
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Any other duties as required that reasonably fall within the role
And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.
What you will need:
- A good understanding of working with customers in financial difficulty
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A good understanding of modern debt collection and recovery methodologyas well as insolvency regulationis desirable however not essential
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Customer service experience is desirable
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Previous administration experience is desirable however not essential
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Strong verbal and written communication skills
Diverse teams really are the best teams. We know that candidates (especially women, research tells us) may be put off applying for a job unless they can tick every box. We also know that ‘normal’ office hours aren’t always doable, and while we can’t accommodate every flexible working request we are happy to be asked. So if you are excited about working with us and think you can do much of what we are looking for but aren’t sure if you are 100% there yet… why not give it a whirl? Good luck!
