Empathetic Mortgage Collections Advisor

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

Job summary

The Co-operative Bank is seeking a Collections Support Advisor in the Leek area. The role focuses on assisting customers facing financial difficulties, offering forbearance options, and guiding them toward the best possible outcome.

You will manage mortgage and unsecured loan arrears, help customers stay in their homes where possible, progress litigation where needed, and oversee repossessed property sales, including any remaining shortfalls.

Qualifications

• Experience working in a customer service environment.
• Experience handling customer complaints and complex queries, with the ability to investigate issues and achieve positive outcomes.
• Strong communication and interpersonal skills, with the confidence to support customers through a range of situations in a professional and empathetic manner.
• The ability to gather information, understand individual circumstances, and make balanced decisions in line with policies and procedures.
• Strong problem-solving skills and the resilience to manage challenging conversations and sensitive situations.
• Good attention to detail, with the ability to maintain accurate records and work across multiple systems.
• A customer-focused approach and a genuine commitment to delivering fair customer outcomes.

Responsibilities

• Manage mortgage and unsecured loan arrears, helping customers remain in their homes where possible.
• Progress litigation cases when necessary.
• Oversee the sale of repossessed properties, including managing any remaining shortfall balances.

Skills

Customer service

Complaint handling

Communication

Information gathering

Problem solving

Attention to detail

Customer focus

Job description

The Co-operative Bank is seeking a Collections Support Advisor in the Leek area. The role focuses on assisting customers facing financial difficulties, offering forbearance options, and guiding them toward the best possible outcome.

You will manage mortgage and unsecured loan arrears, help customers stay in their homes where possible, progress litigation where needed, and oversee repossessed property sales, including any remaining shortfalls.