Empathetic Mortgage Collections Advisor

Together Financial Services Limited; United Kingdom; Remote; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Holiday allowance (26 days + birthday)

Holiday homes

Buy & Sell holidays

Annual bonus

Shared Reward Bonus

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work

Gym access

Discounts (bar/restaurant)

Job summary

Together Financial Services Limited is seeking a Collections Specialist to provide high-quality support to customers in arrears. You will manage inbound and outbound calls, understand customers’ circumstances, and offer sustainable solutions to difficulties.

You will be responsible for resolving enquiries, supporting vulnerable customers, and signposting to relevant organisations to secure the right outcomes. This role requires empathy, resilience and a strong customer focus.

Qualifications

• Experience in collections and recoveries.
• Ability to engage with vulnerable customers effectively.
• Experience assessing affordability for customers.
• Strong focus on achieving positive customer outcomes.
• Empathetic approach with active listening and questioning.
• Excellent attention to detail and accuracy.
• Ability to work under pressure and meet targets.
• Experience with mortgage collections is desirable.

Responsibilities

• Deal with inbound and outbound calls from customers regarding arrears on regulated and unregulated accounts.
• Understand customers' circumstances and identify appropriate supportive solutions.
• Resolve enquiries to completion, aiming for first-contact resolution where possible.
• Identify and address potential customer complaints.
• Support vulnerable customers with suitable arrangements and signpost to helpful resources.

Skills

Collections

Vulnerable customers

Affordability assessment

Mortgage collections

Attention to detail

Working under pressure

Empathy and active listening

Customer outcomes

Job description

Together Financial Services Limited is seeking a Collections Specialist to provide high-quality support to customers in arrears. You will manage inbound and outbound calls, understand customers’ circumstances, and offer sustainable solutions to difficulties.

You will be responsible for resolving enquiries, supporting vulnerable customers, and signposting to relevant organisations to secure the right outcomes. This role requires empathy, resilience and a strong customer focus.