Empathetic Mortgage Collections Specialist

Together; Cheadle; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

26 days holiday

Birthday day off

Company holiday homes

Discretionary annual bonus

Shared Reward Bonus

Life assurance

Critical illness cover

Pension matched

Health cash plan

Private medical insurance

Job summary

Together is recruiting a Collections Specialist to support customers in financial difficulties. You will handle inbound and outbound arrears inquiries, assess customers’ circumstances, and tailor sustainable support plans.

The role focuses on compassionate, effective resolution and proactive signposting to aid vulnerable customers. Based in the UK, the team delivers high-quality customer outcomes and works to protect the organisation’s loan book while maintaining fair treatment and clear

Qualifications

• Experience in collections and recoveries is essential.
• Ability to deal with vulnerable customers.
• Experience assessing affordability.
• Understanding of good customer outcomes.
• Empathetic approach with active listening.
• Excellent attention to detail.
• Ability to work under pressure.

Responsibilities

• Handle inbound and outbound calls relating to arrears.
• Listen, ask questions, and understand the root cause of financial situations.
• Work with the customer to identify needs and suitable solutions.
• Resolve enquiries to completion, aiming for first contact resolution.
• Identify and address potential customer complaints.
• Support vulnerable customers with appropriate help and signpost to relevant services.

Skills

Recoveries exp

Vulnerable customers

Affordability assessment

Customer outcomes

Active listening

Attention to detail

Pressure handling

Job description

Together is recruiting a Collections Specialist to support customers in financial difficulties. You will handle inbound and outbound arrears inquiries, assess customers’ circumstances, and tailor sustainable support plans.

The role focuses on compassionate, effective resolution and proactive signposting to aid vulnerable customers. Based in the UK, the team delivers high-quality customer outcomes and works to protect the organisation’s loan book while maintaining fair treatment and clear