Collections & Recoveries Manager - BTL Mortgages Shawbrook Risk Services Glasgow, GB Published ...

To manage and oversee the end-to-end lifecycle of Buy-to-Let (BTL) mortgage accounts - ensuring adherence toBML/TML'sForbearance,Arrears Management, andRepossessionframeworks. The Buy-to-Let Manager ensuresappropriate handlingof cases in arrears, oversees LPA Receiver activity, and upholds the principles offair customer outcomesandregulatory complianceacross the BTL portfolio.

• Deliver good customer outcomes in line withBML/TMLArrearsManagement & Forbearance Policies.
• Lead case management of BTL loans from early arrears through to litigation and possession, as necessary.
• Manage relationships withLPA Receivers,Solicitors, andAsset Managersto ensuretimely, cost-effective recovery and adherence to regulatory standards.
• Support the Head ofC&Rin ensuring that all BTL accounts are treated fairly, consistently, and within mandate.

Key Responsibilities Arrears & Forbearance Oversight

• Ensure thatarrears managementactivity follows the policy structure: proactive customer engagement, affordability assessment, and forbearance optionsselection.
• Review and approveshort-, medium-, and long-term forbearance solutions, including:
• Payment arrangements
• Time-to-sell orassistedvoluntary sale strategies
• Capitalisation or concessionary payment plans
• Ensure all decisions are supported by documentedaffordability assessmentsandroot cause analysisof arrears
• Escalate cases where standard forbearance options are exhausted for consideration by Risk or the Litigation Review Group.

LPA Receiver & Asset Management

• Oversee theappointment, instruction, and monitoringofLPA Receivers, ensuring adherence to section 11 of the Arrears Management Policy.
• Evaluate receiver reports (6-8 weeks post-appointment) for accuracy, ensuring they include:
• Tenancy terms and rent collection position
• Property condition and repair needs
• Disposal or re-letting recommendations
• Approve or elevate receiver recommendations relating tosale or possessiondecisions.
• Liaise with legal teams to ensure receiver appointments and property disposals are conducted within mandate and in compliance with theLaw of Property Act (1925).

Litigation & Possession Management

• Assess and authorise litigation referrals where:
• Arrears exceed 3months.
• Contact has failed; or
• Forbearance options are exhausted
• Liaise withpanel solicitorsandthe Litigation Review Groupto ensure enforcement is consistent withBML/TML's policy thatrepossession is a last resort.
• Oversee propertyhandbacks, voluntary possessions, and sales via Asset Managers.
• Validate loss mitigation processes and ensure all shortfall notifications, negligence claims, and surplus fund reconciliations are completed accurately.

Compliance, Conduct & Customer Outcomes

• Maintain compliance with FCA'sConsumer Duty,MCOB, and internal policy standards.
• Ensure communication with customers isclear, fair, and not misleading, in line with section 4 of the Forbearance Policy
• Guarantee that all forbearance decisions deliver good customer outcomes, with particular attention tovulnerable customer identification and treatment.
• Support internal audits, policy reviews, and evidence gathering for Risk Committee oversight.

Reporting & Governance

• MaintainaccurateMI on:
• Arrears levels and aging
• Forbearance solutions in place
• Receiver and litigation activity
• Recoveries and loss performance
• Escalate material risks, breaches, or emerging trends to theHead of Customer Service & Customer SupportandRisk Committee.
• Support policy reviews (scheduled annually) byprovidingoperational insight and recommending process enhancements

The Person

• Experience in mortgage servicing, arrears management, or BTL asset management. Experience within a UK lender or servicing firm handling unregulated BTL portfolios.
• In-depth understanding of the appointment, oversight, and duties of LPA Receivers.Proven ability to review receiver reports, assess tenancy situations, and manage disposal recommendations.
• Strong understanding of short-, medium-, and long-term forbearance options, with practical experience in affordability assessments and repayment arrangements (aligned with Forbearance Policy section 2).
• Knowledge ofMCOB,Consumer Duty,Law of Property Act 1925,FCA Conduct Rules, and property litigation processes.
• Ability to interpret arrears MI, assess portfolio risk, and make informed recovery or forbearance decisions.
• Skilled in written and verbal engagement with customers, legal partners, and receivers. Capable of empathetic yet assertive communication during financial difficulty cases.
• Experienced in working within policy frameworks,maintainingfull audit trails, and supporting internal/external reviews.

The Opportunity

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

Reward

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