The Opportunity:

Role Context;

• Engaging with Customers/Stakeholders/Colleagues
• Working in a Dynamic Environment
• Working Responsibly
• Understanding the External Marketplace
• Customer centricity
• Managing Business Information

What you’ll do:

Role Responsibilities:

• This role is a telephony role and as a confident communicator on both in and outbound telephone calls, the role holder will need to use their skills to help customers who may be experiencing financial difficulties. The role holder will need to be a good listener with a strong understanding of the issues that businesses can face in their daily lives and especially during an economic downturn.
• Through engagement with the customer and overlaying Bank data the role holder will need to develop a deep understanding of the customer’s business and the issues that it faces.
• Applies acquired knowledge to provide advice and assistance to customers when identifying the appropriate customer-orientated solutions to help resolve the customer’s financial difficulties based on the customer’s situation and financial information
• The role holder will be assessing and utilising a variety of appropriate forbearance solutions and debt restructuring to assist our customers in resolving their financial difficulties.
• The role holder will be assisting customers who may be in financial difficulty with their COVID-19 government-backed lending such as Bounce Back Loans and managing the specific requirements of this scheme. They will also assist customers who may be in financial difficulty with their Small Business Banking Loans and other Government Lending scheme lending products.
• As required, assistance in timely implementation of internal and external audit points together with any issues raised by external regulators: completion of technical training that enhances system knowledge and proficiency, regular attendance at learning sessions and team meetings;
• Providing guidance and support to CMB colleagues to share knowledge and experience with employees within and outside of immediate team, promoting a collective culture to spread experience and best practice;
• Ensure consistent application of group policy and adhere to regulatory, financial, and legal standards to minimise business and reputational risks
• Support the financial crime risk agenda
• The role holder will treat customers, at all times, fairly and with respect both personally and as an organisation

What you will need to succeed in the role

Skills

• Fluent in English.
• Comfortable with a telephony role, both inbound and outbound
• Demonstration of a high level of resilience and the ability to persevere in challenging situations is essential to this role
• Be confident and be able to quickly establish rapport with our customers
• Excellent communication and negotiation skills, with the ability to consult with our customers to fully understand their needs
• A high level of self-motivation and positive attitude and to put our customers at the heart of everything we do
• Product knowledge of non-complex and complex commercial products such as Small Business Banking loans and Government Lending Scheme products including Bounce Back Loans and other Government backed lending schemes
• Influencing skills and ability to build positive working relationships with our customers, colleagues and stakeholders
• Truly understand the challenges and situations our customers face through asking questions and listening with empathy, understanding and appreciation of the issues people can face in their daily lives when in financial difficulty, working with them to deliver fair outcomes and creating a solution and payment plan that is affordable and suitable.
• Ability to gather, analyse and interpret comprehensive financial information including Cash Flow Forecasts, Profit and Loss Accounts, Balance Sheet Management, and/or customer requirements in order to provide solutions that are commercially viable and sustainable.
• Broad knowledge of the complexity of CMB customers including the differences between Sole Traders, Partnerships, Limited Companies and Guarantors and the different regulatory obligations when lending to these businesses e.g. CCA and CONC
• Ability to make business decisions with authority, even in times of ambiguity, considering the potential long term risks and implications
• Sound knowledge of policy, procedures and systems within own work area - including Browser Main Menu, Client Vision, Document Viewer, Excel, Word, Outlook
• The ability to solve practical problems, ask questions, and collect information to provide customer centric solutions taking ownership and accountability of decisions made.
• The skill to utilise multiple systems to explore the customer’s needs and bespoke requirements and the ability to check and correct problems that are not immediately evident in existing systems or processes.
• Be passionate and care about offering a service to our valued customers that is second to none
• Planning and organizational skills in order to manage the unexpected as well as anticipated issues or events, so that success can still be achieved
• Taking ownership and accountability for personal professionalism and through that ensuring CMB is a business where all our employees can enjoy challenging rewarding careers and reach their full potential and fulfil their ambition
• Build a strong understanding of the client's business and industry to promote insights, enrich client conversations and deliver fair outcomes for our customers
• An understand of forbearance solutions and debt restructuring and the impact these have on our customers desirable

What additional skills will be good to have?

• Experience and proficiency with web-based technologies. 
• Position requires technical knowledge where GLCM Digital experience is asset.
• MS office.
• MI and Reporting/ Real time management.
• Previous experience working in a banking or financial environment