Business Banking Financial Assistance Support Manager

  • Lloyds Banking Group
  • Full Time
  • Edinburgh
Lloyds Banking Group

Job Description

End Date

Wednesday 08 December 2021

Salary Range

£22,950 - £25,500

We support agile working click here for more information on agile working options.

Agile Working Options

Flexible / Variable Hours

Job Description Summary

An exciting opportunity has arisen to work as a Support Manager here in Business Banking Financial Assistance, part of Business Banking in Retail Division.

Job Description

The role is customer facing and ourSupport Managers havea key part to playin the management, monitoring and control of credit risk within theBusiness Banking(BB)portfolio. Customer contactis on a telephony basis and the customers managedare based across the UKunder both Lloyds and BOS brands.

Reporting to Business Banking Financial Assistance Support Team Manager, the Business Banking Financial Assistance Support Manager provides excellent service and support to Business Banking customers. Responsible forannual reviewsof their business borrowing facilities and discussing account conduct, supporting the customer journey and credit quality whilst balancing risk, minimising bad debt through effective customer interaction and delivering a fair outcome for all customers.

We havean existing, high performing operationofSupport Managersbased in EdinburghandGlasgow, spread across three teamswhoface into a variety ofcustomeractionson a daily basis.

Our key area of focusistoimprovethe customer journey andcredit quality whilst balancing risk, minimisingbad debt through effectivecustomer interaction and delivering a fair outcome for allcustomers.

We also have astrongculture ofcontinuousimprovement; both in developing what we do and our people who do it.

Applicants should be able to apply judgement to help balance risk while delivering high quality, fair outcomes andensuring any customers found to be in financial difficulties are managed appropriately.

Key Accountabilities:

  • Take ownership of a full range of complex customer situations and circumstances and use judgement, experience, depth and breadthof specialistknowledge to apply appropriate customer treatment strategies, across single or multiple products, that meet their needs. Effectively engage customers and recommend a fair course of action in a way that the customer clearly understands and escalating issues where appropriate."

  • Adapt and modify each interaction, reacting and responding in a way that creates trust and rapport. Beself awareand use resilience, empathy and assurance with all our customers,including those who are vulnerable, to ensure their needs are met. Facilitate and elicit key points in a compassionate way, respond appropriately, helping our customers whose vulnerability or complex needs requires me to adapt and adjust in the moment. Identify a detailed, considered and sustainable solution.

  • Identify and suggest improvements to new and existing processes, systems and procedures using knowledge and experience to enhance the customer journey.

  • Handle difficult customer conversations with care and compassion, proactively identify solutions to meet customer and business needs and use judgement to ensure the best way forward is delivered for both the Customer and the Bank, providing clear and detailed rationale with supporting evidence where available for decisions made, whilst recording and managing customer complaints in line with policy and procedures.

  • Comply with LBG policy, process and guidance to ensure a robust and consistent approach to make the right decisions, arranging repayment plans and communicate these clearly. Challenge, escalate and make recommendations when process and policies cause any unintended consequences to both customer and or the Bank.

  • Pro-actively manageself developmentto have the skills and knowledge to remain competent to undertake the role, support others and grow capability to effectively support customers.

  • Deliver an inclusive and caring environment where all colleagues feel welcomed, valued and able to contribute as an individual. Value diversity and treat all individuals in a respectful manner.

  • Pro-actively support and deliver the Group’s Values and Behaviours and Codes of Responsibility, continuously identifying and suggesting improvements to working practices as appropriate and taking personal responsibility to deliver those as appropriate.


  • Decision Making

  • Resilience

  • Instils Trust

  • Manages Ambiguity

  • Solving Complex Problems

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain recover. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

Apply now

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