Hybrid Collections Support Advisor (Mortgage & Loans)

Coventry Building Society; Leek; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Discretionary bonus

Culture of reward & recognition

Wellbeing support

Job summary

Coventry Building Society is seeking a Collections Support Advisor in Leek to support customers in financial difficulty, provide appropriate forbearance options, and help them achieve the best outcomes. The role focuses on arrears management for mortgages and unsecured loans and involves working to help customers stay in their homes where possible.

The position is full-time, 37.5 hours per week, with hybrid working (at least 1–2 days in the Leek office) and a rotating Saturday rota.

Qualifications

• Experience in a customer service environment.
• Experience handling complaints and complex queries.
• Ability to gather information and make balanced decisions.
• Strong communication and empathetic interpersonal skills.
• Ability to manage workload and diary.
• Attention to detail and accurate record-keeping.

Responsibilities

• Manage mortgage and unsecured loan arrears and support clients.
• Help customers remain in their homes where possible.
• Progress litigation cases when necessary.
• Oversee sale of repossessed properties and shortfall balances.

Skills

Customer service

Complaint handling

Communication

Empathy

Conflict resolution

Record keeping

Job description

Coventry Building Society is seeking a Collections Support Advisor in Leek to support customers in financial difficulty, provide appropriate forbearance options, and help them achieve the best outcomes. The role focuses on arrears management for mortgages and unsecured loans and involves working to help customers stay in their homes where possible.

The position is full-time, 37.5 hours per week, with hybrid working (at least 1–2 days in the Leek office) and a rotating Saturday rota.