New Business Customer Support Executive

Customer Service & Experience

Glasgow, Scotland, GB

Posted on April 24, 2023

Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same.

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

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

• Receive and check finance documentation for accuracy and completeness for pay-out, adhering to Operations Checklist requirements including complete sign off.
• Resolve any issues with documentation and ensure underwriting conditions are met.
• Refer agreement issues to the Broker/Dealer/Sales Staff or Team Manager - New Business Operations as applicable.
• Ensure all agreements are loaded into the Ambit system correctly. Complete 4 Eye Check on loaded deals including completion of activation process and submitted to Cash Operations in a timely manner.
• Ensure where applicable Shawbrook’s interest is automatically registered/unregistered on HPI via the Ambit System and any failures are resolved.
• Ensure all telephone and email enquiries are actioned promptly and efficiently.
• Arrange distribution of workload within the Operations Department to ensure adequate support for sales and other areas as required.
• Assist Team Manager – New Business Operations to ensure that operational procedures have been properly addressed, updated and documented in the Procedures Manual and Ambit Process Guide.
• Maintain an awareness of changes to legislation, i.e. Consumer Credit Act, Data Protection Act, Money Laundering Regulations, etc and ensure compliance thereof.
• To identify and deter potential incidents of non compliant behaviour, escalating any issues to the Team Manager - New Business Operations.
• To encourage a culture of compliance and high ethical standards.
• Maintain and develop relationships with existing Brokers/Dealers/Sales Staff and Customers to promote business and identify further opportunities for referral to New Business.
• Ensure all paperwork is properly maintained and completed in a timely manner and Company procedures followed, escalating any issues to Team Leader - New Business Operations.
• Provide assistance to other Business Units within department when required.
• Adhere to all Legal, Regulatory, Compliance policies and procedures.
• Adhere to all HR requirements as described in the HR policies.
• To report all issues of regulatory concern to the Operations Director, Director of Lending Operations, the CRO or Central Legal and Compliance Departments.
• Any Ad hoc project work as applicable.

• GCSE level maths and English
• Commercial asset finance experience
• Working knowledge of Hire Purchase and Leasing documentation
• Computer literate (good knowledge of MS Office suite – Excel, Word)
• Conscientiousness
• Meeting deadlines
• Self-confidence
• Customer service orientated
• Decision making skills
• Flexibility
• Using initiative
• Written and verbal communication skills
• Excellent planning and organisational skills
• Enthusiastic “can do” attitude
• High work standards, professional and well presented
• Working hours as per employment contract.
• Able to work extended hours on occasions when required.

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