Collections Agent (Mortgage Focussed)

Deloitte - Recruitment; London; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider seeks a Collections Agent (Mortgage focused) to engage customers in arrears and conduct affordability assessments. This remote role requires empathy and compliance with FCA guidelines, offering competitive day rates through payroll services.

Qualifications

• Experience in mortgage collections or arrears management required.
• Strong understanding of forbearance options and affordability assessments.
• Ability to handle sensitive situations with empathy.

Responsibilities

• Engage with customers in mortgage arrears via phone, email, and written communication.
• Conduct affordability assessments for suitable repayment solutions.
• Identify and support vulnerable customers with professionalism.

Skills

Mortgage collections

Arrears management

Communication skills

Empathy

Discretion

Job description

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Collections Agent (Mortgage Focussed), London

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Client:

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

e77839a81a21

Job Views:

5

Posted:

02.07.2025

Expiry Date:

16.08.2025

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Job Description:

Job Description

This is a remote position.

Job Title: Collections Agent (Mortgage focused)

Location: United Kingdom, Remote

Contract Length: Till the end of 2025, extension into 2026

Competitive Day rate via Rockford Payroll
Role Overview:

We are seeking experienced and skilled collections agents to join Deloitte Operations and support a leading financial services provider.

Key Responsibilities:

• Engage with customers in mortgage arrears via phone, email, and written communication.
• Conduct affordability assessments to determine the most suitable forbearance or repayment solutions (e.g., payment arrangements, payment holidays, interest-only options).
• Identify and support vulnerable customers with empathy and professionalism.
• Ensure all interactions comply with FCA guidelines, internal policies, with a focus on Treating Customers Fairly (TCF).
• Accurately update customer records, systems, and case notes.
• Liaise with internal teams (e.g., risk, legal, compliance) for complex or escalated cases.
• Stay up to date with regulatory and policy changes affecting mortgage collections and forbearance.
  

Key Skills & Experience:

• Previous experience in mortgage collections or arrears management
• Strong understanding of forbearance options, affordability assessment, and vulnerability support.
• Excellent verbal and written communication skills.
• Ability to work under pressure, manage case volumes, and handle sensitive situations with empathy and discretion.
  

Requirements
Operations, Collections