HSBC Group

Role Overview  

The role of Recoveries Assistant Relationship Manager - Keep within FST (Financial Support Team) CMB will be to manage and optimise the functions required to undertake the recovery of arrears across a variety of financial products.

• As a confident communicator on both inbound and outbound telephone calls, the role holder will need to use their skills to help customers who are experiencing financial difficulty. 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, especially during a challenging economic climate.
• Outbound telephony facilitation is completed using dialler call-centre functionality. This role is not portfolio managed. A Recoveries and Collections background is ideal with Litigation escalation and understanding being desirable.
• Seek to recover money owed on delinquent accounts, where a default and demand have been issued, including reviewing customer profiles, evaluating likelihood of recovery, identifying customer vulnerability. Make recommendations to enhance recovery strategies which will include, but not limited to, management of vulnerable customers or where third-party placement exceptions exist.
• Assist customers who may be in financial difficulty with their COVID-19 government-backed lending (e.g. Bounce Back Loans) and/or other core CMB borrowing such as Commercial Card, Small Business Loan or Business Current Account Overdraft facilities. Application of complaint handling knowledge to ensure any level of customer dissatisfaction are logged on our in-house complaint management tool MMX.
• The role holder will be assessing and utilising a variety of appropriate forbearance solutions to assist our customers in repaying their financial commitments to HSBC. 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. Adherence to the Customers in Financial Difficulty (CiFD) Policy.
• The role holder will treat customers, fairly and with respect both personally and as an organisation.

• Proficient in understanding and use of Debt 400 would be desirable but not mandatory. Awareness of the Customers in Financial Difficulty Policy. Sound awareness of the Collections and Recoveries customer journeys. Sound knowledge of policy, procedures, and systems within own work area - including Real Control, Browser Main Menu, Client Vision, Document Viewer, Excel (specifically Income & Expenditure documents), Word, Outlook & Debt400.
• Understanding of forbearance solutions and the impact these have for a customer. The ability to solve practical problems, ask questions, and collect information to provide customer centric solutions taking ownership and accountability of decisions made.
• Awareness of customer complaint handling process and procedure. Awareness of Fraud referrals, including process and procedure associated to these.Excellent communication and negotiation skills, with the ability to consult with our customers to fully understand their needs. Influencing skills and ability to build positive working relationships with our customers, colleagues, and stakeholders.
• Planning and organizational skills to manage the unexpected as well as anticipated issues or events, so that success can still be achieved. 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 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. Product knowledge of non-complex and complex commercial products desirable. The ability to solve practical problems, ask questions, and collect information to provide customer centric solutions taking ownership and accountability of decisions made.
• A high level of self-motivation and positive attitude and to put our customers at the heart of everything we do. 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, especially when identification of a vulnerable customer is identified.
• Be confident and resilient and be able to quickly establish rapport with our customers and build lasting relationships. Demonstrate the ability to persevere in challenging situations and be able to work as part of a team is essential to this role. 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 by treating customers fairly.