Empathetic Mortgage & Loan Collections Advisor

We’re Coventry Building Society Group; Leek; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Discretionary bonus

Job summary

Coventry Building Society is recruiting for a Collections Support Advisor in Leek. The role supports customers experiencing financial difficulty, offering forbearance options and tailored support to achieve the best outcome.

It involves managing arrears on mortgages and unsecured loans, progressing matters as needed, and overseeing repossession processes where necessary. The position operates on a team-led hybrid model with at least two days in the Leek office.

Qualifications

• Recent high level customer service experience.
• Ability to handle challenging conversations with empathy and professionalism.
• Strong communication and interpersonal skills to support customers in difficult circumstances.
• Ability to gather information, understand individual circumstances and make balanced decisions.

Responsibilities

• Manage mortgage and unsecured loan arrears and forbearance options.
• Help customers stay in their homes where possible and progress litigation when required.
• Oversee sale of repossessed properties and manage any remaining shortfall balances.

Skills

Customer service

Empathetic communication

Strong interpersonal skills

Information gathering

Attention to detail

Job description

Coventry Building Society is recruiting for a Collections Support Advisor in Leek. The role supports customers experiencing financial difficulty, offering forbearance options and tailored support to achieve the best outcome.

It involves managing arrears on mortgages and unsecured loans, progressing matters as needed, and overseeing repossession processes where necessary. The position operates on a team-led hybrid model with at least two days in the Leek office.