As a Mortgage Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.
As a Mortgage Collections Specialist, we are looking for someone to:
- Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
- Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs
- Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
- Identify and attempt to resolve potential customer complaints
- Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help
Essential
- Collections experience within the Mortgage industry
- Collections experience in a regulated industry
- Experience of the whole collections journey - from early arrears to late arrears collecting
- Exceptional Customer Service and communication skills, with a commitment to minimising customer effort
- An excellent understanding of what a good customer outcomes looks like
- An empathetic approach to customers through active listening and effective questioning
- Excellent attention to detail
- Ability to work under pressure
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
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Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Click here for more information on our Recruitment Process
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
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