We have a great opportunity to join our Borderway Finance team in the role of Lending Support Officer.
You will support both regulated consumer and commercial lending across motor and asset finance products and contributes directly to the achievement of business growth, customer satisfaction and operational excellence.
Full Time Monday to Friday, then once fully trained, you will work 1 Saturday in 4 with a day off in lieu during the week
The Benefits
- Salary - up to £28,208 p.a. – depending on skills and experience.
- Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.
- Learning and Development opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.
- Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.
- Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme.
- Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.
The Role
Reporting to the Sales and Marketing Manager, the key responsibilities and duties in the role are:
Sales & Account Manager Support
- Provide day-to-day administrative support to Account Managers and the Sales Manager.
- Collate and prepare finance applications prior to submission for underwriting.
- Ensure all supporting documentation is complete, accurate and submitted within agreed service levels.
- Liaise with Account Managers to resolve application queries promptly.
- Assist in progressing applications through the credit and documentation process to maximise conversion rates.
- Support pipeline management by proactively monitoring outstanding cases.
Customer & Dealer Support
- Act as a professional point of contact for commercial customers, consumers, motor dealers and introducers.
- Guide customers through documentation and onboarding requirements.
- Arrange customer identification and verification processes where required.
- Obtain outstanding documentation from customers, dealers and third parties.
- Ensure customers receive timely updates throughout the application process.
- Deliver an excellent customer experience consistent with Consumer Duty expectations.
Documentation & Processing
- Prepare finance documentation for issue.
- Check finance agreements and supporting documents for completeness and accuracy.
- Process signed documentation efficiently to facilitate timely payouts.
- Maintain accurate customer and application records.
- Ensure all documentation is stored in accordance with company policies and regulatory requirements.
Management Information
- Produce regular and ad hoc management information to support Account Managers and the Sales Manager.
- Assist with sales reporting, pipeline analysis and performance monitoring.
- Maintain accurate records to support reporting and business decision-making.
- Identify trends or operational issues through management information where appropriate.
Compliance & Risk
- Maintain a thorough understanding of lending policies, procedures and delegated authorities.
- Ensure all activities comply with FCA requirements and all applicable legislation relating to consumer and commercial finance.
- Demonstrate an understanding of the FCA Consumer Duty by consistently delivering good customer outcomes.
- Ensure Know Your Customer (KYC), Anti-Money Laundering (AML), fraud prevention and identification requirements are completed accurately.
- Escalate concerns, risks or potential breaches promptly.
- Maintain confidentiality and data security in accordance with GDPR and company policy.
Continuous Improvement
- Identify opportunities to improve administrative processes and customer journeys.
- Support implementation of process improvements and new initiatives.
- Contribute positively to departmental objectives and wider business projects where required.
About you
You’ll have experience in a fast-paced customer service environment within financial services sector, managing multiple priorities while maintaining a high level of accuracy. You will be educated to Maths and English equivalent to GCSE standard and have a good knowledge of Microsoft Office.
You’ll be Customer focused; highly organised; commercially aware; proactive and self-motivated and able to build strong relationships with customers, dealers and colleagues.
Calm under pressure, you’ll be able to work independently while contributing to a wider team and be adaptable to changing priorities.
