Consumer Lending Administrator

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent.If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

The role is to work as part of a team to ensure the timely and accurate administration of Loan Applications through to completion including direct liaison with introducers and customers on the telephone and by correspondence, ensuring accuracy at all times and that laid down processes and procedures.

• Deputise for Team Leaders
• Support Team Leader with BAU, projects and changes
• Assist managing workloads and SLAs, including reporting on volumes and SLAs
• Delegate and allocate work
• Point of referral and escalations
• Create discussions in the team with effective communication
• Assist the team with BAU work activities
• Buddying with new starters
• SME in Consumer admin operation, processes, and systems
• Continually keeping knowledge and skills up to date to uphold SME position
• Assist with training and support for new starters  
• Assist with training and coaching for existing team members
• Complete accurate quality control, adhering to guidelines and volumes, recording results, and delivering feedback
• Provide ongoing support after training or coaching
• Identify additional training or quality control needs within the team
• Assist with day-to-day organisation of the team, prioritising and assigning work, ensuring sufficient coverage on all admin tasks and telephones
• Support managing change within the team to ensure full co-operation and adherence to change so that all change programs are implemented and maintained in a positive and timely manner, with an emphasis on ‘right first time’
• Assist with new starters set up and training plans
• Support with scheduling, and undertaking additional training or coaching plans
• Maintain knowledge of Shawbrook and industry policies, processes, and products
• Support team members with knowledge of compliance and regulatory requirements
• Continually monitor the performance of the team to ensure consistency and that service levels are achieved, including a high level of customer and broker service quality
• Identify and develop areas of improvement in relation to the customer journey and to increase efficiency within the operation
• Develop greater relationships and communications with Customers, Brokers and Third Parties
• Communicate and escalate potential issues/risks in a prompt and effective manner

• Good computer skills including proficiency in Microsoft applications
• Experience of consumer lending and loan administration
• Experience of dealing with brokers and third parties
• Excellent consumer lending regulatory knowledge and understanding including FCA, JMLSG, BCOBBS
• Competent in MS Office applications (Word, Excel, Power Point, Outlook)
• Ability to understand and fully comply with documented processes and procedures
• Ability to deliver results
• Good analytical skills, confident and self-assured.
• Excellent attention to detail

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done