Collections Specialist

Stellar Select; England; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

A recruitment agency in the UK is seeking an experienced Collections Specialist to manage mortgage arrears cases while providing exceptional customer service. The role requires proven experience in mortgage servicing, excellent communication skills, and a customer-focused approach. Responsibilities include managing inquiries, assessing financial circumstances, and liaising with internal teams. This opportunity offers a hybrid working model, competitive compensation, and career development prospects.

Benefits

23 days holiday plus bank and public holidays

Simply Health Cash plan

Employee assistance programme

Bupa (after qualifying period)

Free Legal and Conveyance fees

Volunteering days off

Enhanced Maternity and Paternity Leave

Company sick pay

Ongoing learning and development opportunities

Qualifications

• Proven experience in mortgage arrears, litigation, or mortgage servicing.
• Good understanding of the legal and regulatory framework for mortgage lending and administration.
• Strong customer‑focused approach, with an awareness of Consumer Duty.
• Excellent communication skills, both written and verbal.

Responsibilities

• Manage customer enquiries and arrears cases in line with company policies.
• Engage with customers to discuss overdue balances and repayment solutions.
• Assess financial circumstances and identify appropriate arrears outcomes.
• Identify and support vulnerable customers according to policy.
• Liaise with internal teams to ensure timely case progression.

Skills

Mortgage arrears

Litigation

Customer service

Regulatory compliance

Job description

Job Title

Collections Specialist

Location

Oxfordshire Hybrid 2-3 days from home

Salary

Up to circa £35,000 depending on experience

Hours

Monday to Friday 9 am to 5.30 pm

Benefits

• 23 days holiday plus bank and public holidays
• Simply Health Cash plan
• Employee assistance programme
• Bupa (after qualifying period)
• Free Legal and Conveyance fees
• Volunteering days off
• Enhanced Maternity and Paternity Leave
• Company sick pay
• Ongoing learning and development opportunities

About the position of the Collections Specialist

This is an exciting opportunity for an experienced Mortgage Collections or Arrears Specialist to join a growing team following the successful onboarding of a new client's mortgage portfolio. With this major project now complete, the business is expanding its team to support continued growth, creating genuine scope for long‑term career development as the function evolves. You'll take full ownership of mortgage arrears cases end‑to‑end, supporting customers with empathy and professionalism, agreeing on sustainable repayment solutions, and gaining further exposure to litigation within a supportive environment.

Responsibilities for the role of Collections Specialist

• Manage customer enquiries and arrears cases in line with company policies and regulatory requirements.
• Engage with customers via inbound and outbound contact to discuss overdue balances and agree on sustainable repayment solutions.
• Assess financial circumstances, update affordability information, and identify appropriate arrears outcomes.
• Identify and support vulnerable customers in line with policy and client expectations.
• Escalate complaints, litigation matters, and risk issues appropriately, including potential financial crime concerns.
• Liaise with internal teams and third‑party partners to ensure timely and compliant case progression.

Experience and skills required for the role of Collections Specialist

• Proven experience in mortgage arrears, litigation, or mortgage servicing.
• Good understanding of the legal and regulatory framework for mortgage lending and administration.
• Strong customer‑focused approach, with an awareness of Consumer Duty.
• Excellent communication skills, both written and verbal, with a high level of professionalism and integrity.

For more information regarding the role of Collections Specialist, please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC.

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.