Arrears Specialist

Pepper Advantage; Southall; Hybrid; GBP 33,000; Full time

Job summary

A prominent loan servicing company in the UK is seeking Arrears Specialists to provide outstanding customer service in mortgage servicing. The role includes negotiating workout options with customers facing financial difficulties and requires excellent communication and organizational skills. This hybrid position requires 3 days per week in office attendance, following an initial training period. The company offers a competitive salary of £33,000 per annum along with various benefits including private health insurance and a pension plan.

Benefits

Private medical insurance

Salary Sacrifice Pension matched up to 8%

25 days holiday per year + bank holidays

Enhanced maternity and paternity

Wellbeing and Volunteering days

Eye care contribution

Life Assurance

Qualifications

• Recent experience in a Collections role.
• Experience dealing with customers in financial difficulties.
• Prior exposure to operational loans, ideally mortgages.
• Strong customer service orientation.
• Understanding of Consumer Duty and regulatory requirements.

Responsibilities

• Process mortgage administration activities accurately and timely.
• Communicate with customers facing payment difficulties.
• Negotiate workout options with customers.
• Monitor compliance with workout strategies.
• Make effective decisions based on analysis.

Skills

Customer service skills

Negotiation skills

Problem-solving

Attention to detail

Organizational skills

English verbal and written communication skills

Job description

Role Overview

We are looking for candidates with outstanding customer service skills to deal with the servicing of mortgages throughout the complete cycle, delivering workout solutions to customers experiencing payment difficulties, and managing the delivery of the litigation process via liaison with the appointed solicitors. This is a hybrid role, with the expectation of 3 days per week office attendance following a period of office based training. The initial training program will take place over two locations (Cheadle, Skipton or Uxbridge) and will require 2 - 4 weeks attendance. Following this, all training will take place at our Uxbridge office.

Responsibilities

• Delivering accurate and timely processing of mortgage administration activities
• Regular communication with customers who are experiencing payment difficulties
• Discussing and negotiating arrears workout options, e.g. arrangements, capitalisation, loan workouts, shortfall sales, etc.
• Monitoring agreed workout strategies to ensure they are complied with, and taking further action in accordance with the Special Servicing Manual where appropriate
• Analysing problems, thinking creatively, and making effective decisions in an appropriate timescale

Qualifications

• Recent experience in a Collections role
• Experience in dealing with customers experiencing financial difficulties
• Prior exposure to operational loans, preferably in a mortgage context
• The ability to offer outstanding customer service
• The ability to effectively relate to the customer and communicate pertinent information in a cohesive and relevant manner
• Experience within the Financial Services Industry
• Excellent organisation skills
• Strong English verbal and written communication skills
• Great attention to detail
• An understanding of Consumer Duty
• A good understanding of regulatory requirements and the impact these have on the business

Benefits

• Pepper Advantage is one of the leading loan servicing companies in the UK, and we are currently recruiting for Arrears Specialists to join our dynamic and growing team in Uxbridge, London.
• Benchmarked salary of £33,000 per annum
• Hybrid working
• Private medical insurance
• Salary Sacrifice Pension matched up to 8%
• 25 days holiday per year + bank holidays
• EAP
• Enhanced maternity and paternity
• Wellbeing and Volunteering days
• Eye care contribution
• Life Assurance