Empathetic Mortgage Collections Specialist

Together - loans, mortgages & finance; Cheadle; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

26 days holiday

Birthday day off

Holiday homes access

Buy & sell holidays

Discretionary bonus

Shared reward bonus

Matched pension

Health cash plan

Private medical insurance

Life assurance

Critical illness cover

Travel season ticket loans

Ride to work scheme

Gym access

Local bar/restaurant discounts

Job summary

Together in Cheadle is seeking a proactive Collections Specialist to support customers in financial difficulties and in-life vulnerabilities. You will manage inbound and outbound arrears enquiries and work to offer sustainable solutions.

You will listen first, assess affordability, and guide customers to appropriate support, with a focus on protecting outcomes and delivering first contact resolution where possible.

Qualifications

• Collections and Recoveries experience is a must.
• Ability to deal with vulnerable customers.
• Experience of assessing affordability.
• An understanding of good customer outcomes.
• Empathetic approach through listening and questioning.
• Excellent attention to detail.
• Ability to work under pressure.

Responsibilities

• Deal with inbound and outbound calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
• Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs.
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
• Identify and attempt to resolve potential customer complaints.
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help.

Skills

Collections experience

Vulnerable customers handling

Affordability assessment

Customer outcomes focus

Active listening

Attention to detail

Work under pressure

Job description

Together in Cheadle is seeking a proactive Collections Specialist to support customers in financial difficulties and in-life vulnerabilities. You will manage inbound and outbound arrears enquiries and work to offer sustainable solutions.

You will listen first, assess affordability, and guide customers to appropriate support, with a focus on protecting outcomes and delivering first contact resolution where possible.