Financial Support Coaching Manager

**Why join us**

To continuously provide high quality processing GPS services to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). The role of the Collections Coaching Manager is to provide coaching to FSM’s/FSA’s who have completed their formal training and Academy and are in the BAU environment. The Collections Coaching Manager will provide support, coaching and guidance to Collections telephony staff to ensure they are treating customers in financial difficulty fairly and protecting the bank from associated risks.

**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

**What you’ll do**:
**Role Responsibilities**:

- The aim of this team is to undertake all call marking and associated feedback provided to the FSM/FSA
- Coach a team of Financial Support Managers to deliver the best possible customer outcomes through every interaction
- Drive a culture of customer service excellence ensuring that FSMs have the necessary skills needed to provide appropriate solutions and drive fair outcomes to customers in financial difficulty encouraging a ‘right first time’ approach
- Use their creativity to make improvements to the coaching team
- Foster a strong feedback culture within Collections, being open to constructive feedback to support your development
- Develop yourself to become an expert coach, being able to flex your approach depending on your audience and personality of who you are coaching
- Have an in depth knowledge and ability to both utilize CEM and ability to coach this. A thorough knowledge of Outcome Testing and the Protect Framework
- Support colleagues to be at their best and provide training and support in both technical and soft skill capabilities
- Be highly collaborative within the FST and wider CMB to ensure alignment for example between training, coaching and academy teams
- Undertaking quality assurance assessments on a reoccurring basis to assess the quality of customer outcomes and adherence to process and procedure
- Contribute to an engaging work environment to inspire and drive continuous development and improvement
- Ensure employee wellbeing is of focus and managed accordingly where needed
- Engage with multiple stakeholders across FST to ensure positive collaboration when required
- Have awareness of external economic market movements that may impact our Commercial Banking customers
- Set clear expectations, provide direction and demonstrate ways to enhance communication with our customers
- 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
- Support the financial crime risk agenda
- 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.
- The role holder will treat customers, at all times, fairly and with respect both personally and as an organisation

Requirements

**What you will need to succeed in the role**

**Skills**
- Fluent in English.
- Demonstration of a high level of resilience and the ability to persevere in challenging situations is essential to this role
- Knowledge and experience of the FSM role and telephony/customer service roles
- Be confident and be able to quickly establish rapport with colleagues
- Be confident to deliver feedback in a sensitive way to team members
- A high level of self-motivation and positive attitude and to put our customers at the heart of everything we do
- Product knowledge of non-complex and complex commercial products such as Small Business Banking loans and Government Lending Scheme products including Bounce Back Loans and other Government backed lending schemes
- Influencing skills and ability to build positive working relationships with our customers, colleagues and stakeholders
- 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
- Sound knowledge of policy, procedures and systems within own work area - including CTA, Browser Main Menu, Client Vision, Document Viewer, Excel, Word, Outlook
- The ability to solve practical problems, ask questions, and collect information to provide customer centric solutions taking ownership and accountability of decisions made.
- The skill to utilise multiple systems to explore the customer’s needs and bespoke requirements and the ability to check and correct pro