Empathetic Collections & Recovery Specialist

Tamfol; Leek; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Discretionary bonus

Wellbeing support

Recognition culture

Job summary

Coventry Building Society is seeking a Collections Support Advisor in Leek to assist customers in financial difficulty, offering appropriate forbearance options and support. The role involves managing arrears on mortgages and unsecured loans, and overseeing repossession processes where necessary.

We operate a team-led hybrid model with at least two days per week in the Leek office. The role is full-time (37.5 hours) with shifts, including a 1 in 4 Saturday rota, and a day off in lieu for

Qualifications

• Recent high level customer service experience.
• Ability to handle challenging conversations and sensitive enquiries.
• Strong communication and interpersonal skills.
• Ability to gather information and make balanced decisions in line with policies and procedures.
• Experience with debt collections is beneficial.

Responsibilities

• Advise customers in financial difficulty, agree forbearance options.
• Manage mortgage and unsecured loan arrears and progress litigation when needed.
• Oversee repossession processes and shortfall balances.
• Maintain accurate records across multiple systems.
• Support customers while balancing policies and procedures.

Skills

Customer service

Empathetic communication

Effective listening

Problem solving

Record keeping

Diary/workload management

Resilience

Tools

CRM systems

Job description

Coventry Building Society is seeking a Collections Support Advisor in Leek to assist customers in financial difficulty, offering appropriate forbearance options and support. The role involves managing arrears on mortgages and unsecured loans, and overseeing repossession processes where necessary.

We operate a team-led hybrid model with at least two days per week in the Leek office. The role is full-time (37.5 hours) with shifts, including a 1 in 4 Saturday rota, and a day off in lieu for