Collections Specialist

Stellar Select; Oxford; Hybrid; GBP 35,000; Full time

Job summary

A recruitment agency is looking for a Collections Specialist in Oxfordshire. In this role, you will manage mortgage arrears cases, engage with customers, and agree on repayment solutions. Ideal candidates will have experience in mortgage collections and a strong understanding of the regulatory framework. This position offers a dynamic environment with opportunities for career growth while providing essential support to customers. Benefits include generous holiday, health plans, and professional development opportunities.

Benefits

23 days holiday plus bank holidays

Simply Health Cash plan

Employee assistance programme

Bupa (after qualifying period)

Volunteering days off

Enhanced Maternity and Paternity Leave

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.
• Strong customer service orientation with awareness of Consumer Duty.

Responsibilities

• Manage customer enquiries and arrears cases per company policies.
• Engage with customers to discuss overdue balances and repayment solutions.
• Assess financial circumstances and identify appropriate arrears outcomes.
• Support vulnerable customers as per policy.
• Escalate complaints and risk issues appropriately.
• Liaise with teams to ensure timely case progression.

Skills

Mortgage arrears management

Litigation experience

Customer-focused approach

Excellent communication skills

Job description

Overview

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

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.

We are specifically seeking candidates with recent mortgage collections, arrears, or litigation experience from a lender or mortgage or loan servicing business who are looking to grow their careers alongside an expanding and ambitious team.

Responsibilities

• 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

• 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.