Empathetic Mortgage & Collections Advisor

Co-operative Bank plc; Leek; Hybrid; GBP 53,000 - 65,000; Full time

Benefits offered by this job

Discretionary bonus scheme

Hybrid working pattern

Wellbeing support

Job summary

The Co-operative Bank plc is seeking a Collections Support Advisor in Leek to assist customers in financial difficulty. You will tailor forbearance options, manage arrears across mortgages and unsecured loans, and guide customers toward favorable outcomes.

The role supports a hybrid pattern with two days per week in the Leek office, total 37.5 hours weekly, and shift variations to cover Monday–Friday and one Saturday in four.

Qualifications

• Recent high level customer service experience is required.
• Empathetic communicator with the confidence to have constructive conversations.
• Ability to gather information, understand circumstances and make balanced decisions.

Responsibilities

• Support customers in financial difficulty and arrears.
• Manage mortgage and unsecured loan arrears and help customers stay in their homes where possible.
• Progress litigation when necessary and oversee sales of repossessed properties, including shortfalls.

Skills

Customer service

Empathy

Communication

Problem solving

Multi-system experience

Tools

CRM systems

Job description

The Co-operative Bank plc is seeking a Collections Support Advisor in Leek to assist customers in financial difficulty. You will tailor forbearance options, manage arrears across mortgages and unsecured loans, and guide customers toward favorable outcomes.

The role supports a hybrid pattern with two days per week in the Leek office, total 37.5 hours weekly, and shift variations to cover Monday–Friday and one Saturday in four.