Mortgage Collections SME

We are looking for secured collections experts who will have a real opportunity to make a difference. We will be looking to you to bring your knowledge to navigate solutions to portfolios of complex and high risk collections cases, across the entire collections journey.

You must be able to produce first class service, good outcomes and be a role model across the whole team. Through your knowledge, tenacity and skill you will be able to tackle all collections scenarios, minimise the risk of long-term mortgage arrears and deliver good customer outcomes on every interaction.

Tell Me More

• Start Date: ASAP
• Location: Hybrid/Wolverhampton (First 8 weeks Training - office based, then moves to 2 days WFH/3 days in office)
• Salary: £35,000 - £40,000 and a competitive benefits package
• Hours: Monday - Friday, 35 hours per week (with differing working patterns between 0800 - 1800 hours)
• Duration: Permanent

Your day-to-day activities will include:

• Conducting comprehensive arrears management, addressing customer concerns, and identifying tailored solutions.
• Efficiently managing caseloads and utilising available tools to engage customers.
• Ensuring compliance with statutory and regulatory requirements, prioritising fair customer outcomes.
• Providing coaching and guidance to less experienced team members

What Knowledge, Skills & Experience We Need

• Previous experience of providing support to customers experiencing mortgage arrears or repayment challenges is essential.
• Previous experience of undertaking complex financial support, litigation and receivership activities is essential
• Previous experience of providing bespoke support to vulnerable customers is essential
• Previous experience of providing effective one-to-one coaching to internal colleagues is highly desirable

Specialist understanding of:

• Regulations and regulator expectations regarding customer vulnerability
• FCA Consumer Duty
• Residential, Buy to Let and Specialist secured lending.