Loan Administrator

Full-time Loan Administrator

We are seeking a talented and motivated full-time Loan Administrator to join our Customer Service Department at an exciting time of business growth and transformation. Located just a two-minute walk away from the Woking town centre, Step One Finance provides challenging and rewarding careers. We achieve this by offering continuous learning and development, collaborative teamwork environment and exposure to a wide variety of work. Imagine and shape your future at Step One Finance Limited where you can grow professionally, in a diverse and inclusive workplace that rewards your contribution.

Step One Finance is proud to be an equal opportunity employer, and we take affirmative action to create a more inclusive and equitable world of work.

Key Responsibilities

• To provide Step One’s customers with assistance if they raise a query or require information.
• To provide relevant statements to customers in a timely manner in accordance with regulatory guidelines.
• To contact customers in respect of overdue balances, payments, fees and charges to ensure they remain informed.
• To read, understand and work in accordance with both the Company’s secured and unsecured policies and processes.
• To ensure the accuracy of customer and loan related data is captured during the loan administration process on our inhouse system.
• To establish and maintain an effective working relationship with key 3rd party business partners.
• To ensure that all mandatory training is undertaken in the time period set by the business.
• To conduct inbound and outbound calls with customers and 3rd party business partners in a friendly and professional way and behave in a manner that ensures Step One customers are treated fairly.
• To accurately correspond with customers via letter and/or email in order to answer their queries.
• To recognise and identify customers complaints and escalate them accordingly.
• To recognise when a customer is ‘vulnerable’ and provide them with available forbearance options.
• To assist customers who are in arrears by providing information and options available to them.
• To escalate to management, accounts where all options to recover monies have been exhausted and legal action may be required.
• To work with the Director of Customer Services in relation to any other ad hoc queries.
• To report incidents that may have a customer impact to the Head of Compliance in a timely manner.
• To report Data Protection breaches within 24 hours to the Head of Compliance.
• To assist in the identification of Step One being used to facilitate financial crime and refer to the MLRO or Deputy MLRO in the event that you are suspicious.