Mortgage Resolutions Analyst

Role Description

Principal Accountabilities: 

  • Managing a portfolio of mortgage customers in financial difficulty
  • Engage and negotiate with customers, on the phone and in face to face meetings to deliver the optimum solution for both the customer and the bank.
  • Delivering solutions to reduce arrears on cases that have redefaulted and working with the customer through the process where mortgages are deemed unsustainable.
  • Ensure all activities undertaken by the teams are recorded on the relevant systems in line with procedure to ensure Operational MI accurately reflects status of cases and activity
  • Working closely with all teams in Retail Arrears Credit & Collections (RACC) as required and represent RACC in dealings with the broader organisation.
  • Providing insightful information to the Resolutions Manager on items such as success achieved or difficulties experienced in assessing and managing cases to enable a strategic review of the approach & sustainable solution options by RACC Senior Management Team.
  • Scope to take on a delegated credit authority within the business unit
  • Ensure adherence to the Bank’s credit policies and procedures in relation to control, compliance and risk mitigation. Strict compliance with process and procedures governing all aspects of RACC including all legislation and regulatory codes e.g. CCMA, MARP, CPC


What you’ll need

  • QFA qualification or APA in Loans and Regulation required at a minimum.
  • Up to date working knowledge of CCMA & MARP
  • 1-2 years experience in banking dealing with and assessing customers in financial difficulty
  • Prior experience in credit underwriting/restructuring/debt management would be beneficial
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