Collections & Recoveries Manager - BTL Mortgages

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. 

Key Responsibilities 

Arrears & Forbearance Oversight 

• 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. 

LPA Receiver & Asset Management 

• 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 escalate 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 of Property Act (1925). 

Litigation & Possession Management 

• Assess and authorise litigation referrals where: 
• Arrears exceed 3 months. 
• Contact has failed; or 
• Forbearance options are exhausted 
• Liaise with panel solicitors and the Litigation Review Group to ensure enforcement is consistent with BML/TML’s policy that repossession is a last resort. 
• Oversee property handbacks, 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’s Consumer Duty, MCOB, and internal policy standards. 
• Ensure communication with customers is clear, 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. 

Reporting & Governance 

• 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 the Head of Customer Service & Customer Support and Risk Committee. 
• Support policy reviews (scheduled annually) by providing operational insight and recommending process enhancements 

• 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 of MCOB, 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, maintaining full audit trails, and supporting internal/external reviews. 

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