Arrears and Litigation Specialist Apprentice PEPPER (UK) LIMITED

To deliver workout solutions to customers experiencing payment difficulties and to manage the delivery of the litigation process via liaison with appointed solicitors. Responsible for daily interaction with customers.

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Closing date: 24 Sep 2017

Apprenticeship summary

  • Weekly wage

    £288.46

  • Working week

    37.5 hours per week, Monday - Friday

    Total hours per week: 37.50

  • Apprenticeship duration

    12 months

  • Possible start date

    13 Oct 2017

  • Date posted

    21 Jul 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001283026

  • Positions

    3 available

Objective: to deliver workout solutions to customers experiencing payment difficulties and to manage the delivery of the litigitation process via liaison with the appointed solicitors. Responsible for daily interaction with customers, information gathering, identifying suitable payment plans and other workout options and delivering successful workout solutions to customers. Regular interaction with solicitors, courts, and bailiffs to ensure the litigation process is proceeding satisfactorily. At all time adhering to the agreed policies and procedures.

Main responsibilities:

  • Regular communiction with customers who are experiencing payment difficulties
  • Discussing and negotiating arrears workout options, e.g. arrangements, capitalisation, loan workouts, shortfall sales etc.
  • Monitoring agreed workout straegies to ensure they are compiled with and taking fruther action in accordance with the Special Servicing Manual where appropriate.
  • Creating and submitting referrals to line Manager for all requests outside mandate.

Competencies:

  • Analyses problems, thinks creatively, and makes effective decisions in the appropriate timescale.
  • Strategic thinker with the ability to turn ill-defined opportunities and problems into clear strategic paths.
  • Demonstrtes a good understanding of regulatory requirements and the impact these have on the business
  • Evidences the aility to effectively relate to the customer and communicate pertinent informaiton in a cohesive and relevant manner.
  • Excellent analytical and abstract reasoning skills, plus excellent organisational skills.
  • Able to apply consideration to potential outcomes and to make decisions with supervision.
  • Fully appreciates and consistently adheres to company compliance procedures and standards for their role.

Regulation:

  • Has a robust understanding of regulation and associated legislative policy and the impacts these have on the business
  • Awareness of the changes and development in regulation and ligislation and the impact these have on the business including:
    • Mortgage Conduct of Business rules
    • Financial Services and Markets Act 2000
    • Financial Services Authority
    • Treating Customers Fairly

Treating Customers Fairly:

Treating Customers Fairly (TCF) is a principle introduced by the Financial Services Authority (FSA) putting the needs of customers at the hear of all financial services providers to ensure that customers can be confident that they are deling with an organisation that is looking after their interests. Every member of staff is expected to do things 'the right way', ensuring that our customers interests are considered in everything we do.

The following TCF principlesa are fundamental to every role:

  • Giving the customer what they have been led to expect
  • Not taking advantage of the customer
  • Exhibit clarity in all customer dealings.
  • show flexibility, empathy and consideration in dealing with customers
  • resolve mistakes or issues in the most effective manner
  • Being prepared to challenge process if your think it does not reflect our TCF values

Competencies:

  • Analyses problems, thinks creatively, and makes effective decisions in the appropriate timescales
  • Demonstrates a good understanding of regulatory requirements and the impact these have on the business
  • Evidences the ability to effectively relate to the customer and communicate pertinent informatin in a cohesive and relevant manner.
  • Able to apply consideration to potential outcomes and to make decisions with supervision.
  • Fully appreciates and consistently adheres to company compliance procedure and standard for their role.

Manage diary system:

They will be responsible for setting call backs with customers, setting meetings, inviting other, setting call back for other members of staff, when staff are off sick they will need to pick up their work for the day etc.

Collate and report data: they will be liaising with customers to establish their current positions fincancially, record this on our database, make referrals to senior management with this data to make decisions on accounts

Devleop/Deliver a presentaiton- they have a group project whilst here to develop a presentaiton on our internal processes on IDing Customers, there will also be the opportunity to develop presentations for client meeting in our commercial department and presentations in team meetings

Process information about customers - this is the core of all the roles

Develop customer relationships - they will hav a portfolio of accounts they will manage and through this develop customer relationships

Bespoke software - all our software is developed and maintained in house

Use office equipment - they will need to use computer, phone, fax, printers, scanners....

Handle mail - this will be the loans admin roles, it involves some work in the post room

Produce minutes of meetings - they will all attend team meetings, in these they take it in turns to take minutes

 


Requirements and prospects

Desired skills

  • Word and Excel expeience
  • Good writing skills
  • Strong communicaiton skills
  • Basic IT skills

Personal qualities

  • Ambitious
  • Hardworking 
  • Customer focussed
  • Professional manner

Qualifications required

  • A - C in GCSE Maths and English or equivalent qualifications

Future prospects

Progression onto Level 3 qualification and ongoing career for the right candidate

About the employer

Pepper UK is a market leading specialist loan servicing company providing tailored services to investor and banking clients in the UK. With over 150 staff based in London and North Yorkshire, including Engage Credit a trading name of Pepper UK, we manage residential mortgages, Buy to Let, commercial real estate (CRE) and consumer loan assets. We also provide white label servicing and service loans through Engage, where we hold Legal Title for clients. International rating agency Fitch Ratings ranks us as one of the highest rated independent residential mortgage Special Servicers in the UK and the only Fitch rated Master Servicer in Europe. Current ratings from Fitch are: UK Primary (prime and sub-prime) Servicer Rating RPS2+, UK Residential Special Servicer Rating RSS2+, and UK Residential Master Servicer Rating RMS2.

Employer

PEPPER (UK) LIMITED

Address

1

George Street

Uxbridge

UB8 1QQ

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Training provider

BTEC Combined QCF Diploma in Business Administration Level 2 - Functional Skills Maths (Level 1) * exempt subject to GCSE Grade A - C achieved previously - Functional Skills English (Level1) * exempt subject to GCSE Grade A - C achieved previously - Functional Skills ICT (Level 1) * exempt subject to GCSE Grade A - C achieved previously

Apprenticeship framework

Business and Administration

Training provider

REDWOOD EDUCATION AND SKILLS LIMITED

Applications for this apprenticeship are being processed by Redwood skills

Contact

Deborah Adams 0203 817 9548 deborah.adams@dynamictraining.org.uk


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Closing date: 24 Sep 2017