Collections Support Advisor - Hybrid Financial Care

We’re Coventry Building Society Group; Leek; Hybrid; GBP 30,000 - 37,000; Full time

Job summary

Coventry Building Society Group in Leek is seeking a Collections Support Advisor to assist customers in financial difficulty, focusing on forbearance options and fair outcomes. The role covers mortgage and unsecured loan arrears, helping customers stay in their homes where possible, and coordinating litigation when needed.

This full-time, hybrid role requires strong customer service experience, excellent communication, and the ability to handle sensitive situations.

Qualifications

• Experience in customer service environments.
• Experience handling complaints and complex queries.
• Strong communication and interpersonal skills.
• Ability to gather information and make balanced decisions.
• Good problem-solving and resilience.
• Attention to detail and accurate record keeping.
• Customer-focused with commitment to fair outcomes.

Responsibilities

• Manage mortgage and unsecured loan arrears.
• Help customers stay in their homes where possible.
• Progress litigation cases when necessary.
• Oversee sale of repossessed properties and manage shortfalls.

Skills

Customer service experience

Financial services experience

Complaint handling

Communication skills

Problem solving

Attention to detail

Record keeping

Tools

CRM systems

Job description

Coventry Building Society Group in Leek is seeking a Collections Support Advisor to assist customers in financial difficulty, focusing on forbearance options and fair outcomes. The role covers mortgage and unsecured loan arrears, helping customers stay in their homes where possible, and coordinating litigation when needed.

This full-time, hybrid role requires strong customer service experience, excellent communication, and the ability to handle sensitive situations.