Collections & Recoveries Manager - BTL Mortgages

Collections & Recoveries Manager – BTL Mortgages

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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  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

To manage and oversee the end‑to‑end lifecycle of Buy‑to‑Let (BTL) mortgage accounts — ensuring adherence to BML/TML’s Forbearance, Arrears Management, and Repossession frameworks. The Buy‑to‑Let Manager ensures appropriate handling of cases in arrears, oversees LPA Receiver activity, and upholds the principles of fair customer outcomes and regulatory compliance across the BTL portfolio.

• Deliver good customer outcomes in line with BML/TML Arrears Management & Forbearance Policies.
• Lead case management of BTL loans from early arrears through to litigation and possession, as necessary.
• Manage relationships with LPA Receivers, Solicitors, and Asset Managers to ensure timely, cost‑effective recovery and adherence to regulatory standards.
• Support the Head of C&R in ensuring that all BTL accounts are treated fairly, consistently, and within mandate.

• Ensure that arrears management activity follows the policy structure: proactive customer engagement, affordability assessment, and forbearance options selection.
• Review and approve short‑, medium‑, and long‑term forbearance solutions, including:
• Payment arrangements
• Time‑to‑sell or assisted voluntary sale strategies
• Capitalisation or concessionary payment plans
• Ensure all decisions are supported by documented affordability assessments and root cause analysis of arrears
• Escalate cases where standard forbearance options are exhausted for consideration by Risk or the Litigation Review Group.

• Oversee the appointment, instruction, and monitoring of LPA 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 to sale or possession decisions.
• Liaise with legal teams to ensure receiver appointments and property disposals are conducted within mandate and in compliance with the Law…