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
  
  

• 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 customers 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 customers financial
  difficulties based on the customers 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

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