Mortgage Collections Executive

Stellar Select Limited; England; On-site; GBP 30,000 - 38,000; Full time

Job description

Job Title: Mortgage Collections Executive

Location: Oxfordshire

Salary: Between £30,000 and £38,000 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 the 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 Mortgage Collections Executive

We have three exciting opportunities to join a well-established law firm as it expands its litigation support division following a new contract with a major retail bank. As a Mortgage Collections Executive, you will play a key role in providing empathetic, professional support to customers facing mortgage arrears. The ideal candidate will have a strong background in mortgage arrears management, a solid understanding of lending products, and prior experience in a similar role within a lender or loan servicer. This is a fantastic chance to be part of a growing team in a dynamic and supportive environment.

Responsibilities for the role of Mortgage Collections Executive

• Handle customer queries and information requests professionally.
• Follow the firm's policies and procedures.
• Contact customers regarding overdue balances, payments, and fees.
• Conduct inbound and outbound calls with empathy and professionalism.
• Assess arrears situations, gather financial information, and update affordability data.
• Discuss and agree on suitable repayment arrangements.
• Identify and support vulnerable customers per policy and client requirements.
• Maintain relationships with key third-party partners.
• Provide statements promptly in line with regulations.
• Recognize and escalate customer complaints appropriately.
• Present arrears solutions in line with client requirements.
• Escalate cases for legal action when necessary.
• Report incidents that may impact customers.
• Identify and escalate potential financial crime or money laundering cases.

Experience and skills required for the role of Mortgage Collections Executive

• Proven experience in the FCA regulated Financial Services within UK.
• Reasonably good knowledge of lending products, preferably within the mortgage sector.
• Prior experience in Customer Services or Arrears Management, with a preference for candidates with experience in mortgage administration/servicing.
• Awareness of legal and regulatory environment in relation to mortgage lending and administration.
• Customer-focused approach, preferably with awareness of Consumer Duty.
• Exceptional telephone skills and strong written and verbal communication skills as well as high levels of integrity.
• Proficient in Microsoft Suite, particularly Excel.

For more information regarding the role of Mortgage Collections Executive 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 candidates within two business days.