Collections & Recoveries Manager - BTL Mortgages Shawbrook Risk Services 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, and Repossessionframeworks. The Buy-to-Let Manager ensuresappropriate handling of cases in arrears, oversees LPA Receiver activity, and upholds the principles offair customer outcomesandregulatory complianceacross the BTL portfolio.

• Deliver good customer outcomes in line with
  
  BML/TMLArrears
  
  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 ofC&Rin ensuring that all BTL accounts are treated fairly, consistently, and within mandate.

• 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 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 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).

• 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 with
  
  BML/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.

• 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 to vulnerable customer identification and treatment.
• Support internal audits, policy reviews, and evidence gathering for Risk Committee oversight.

• Maintain accurate
  
  MI 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 Support and Risk Committee.
• Support policy reviews (scheduled annually) byprovidingoperational insight and recommending process enhancements

• Experience in mortgage servicing, arrears management, or BTL asset management. Experience with in 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…