Mortgage Account Manager — Hybrid, Customer Support

Freshlystaged; Glasgow; Hybrid; GBP 28,000 - 42,000; Full time

Benefits offered by this job

33 days holidays

Pension scheme

Private medical insurance

Gym discounts

Birthday day off

Hybrid work pattern

Training and progression

Job summary

Intrum Mortgages in Glasgow is seeking a Secured Account Manager to oversee mortgage portfolios and deliver high‑quality servicing. You will act as the primary contact for customers, ensuring accurate records, compliant processes, and a service‑driven approach across cross‑functional teams.

The role emphasizes managing arrears, performance monitoring, and reporting while maintaining consumer duty standards. A comprehensive training program and a flexible hybrid pattern support work‑life balance.

Qualifications

• Experience within the collections industry is essential.
• Experience of mortgage arrears, collections, and litigation processes is advantageous; training provided.
• Strong analytical skills and the ability to make sound decisions under pressure.
• Highly organised and detail-oriented with own caseload management.
• Collaborative team player with a proactive approach to continuous improvement.
• FCA Consumer Duty – commitment to good customer outcomes.

Responsibilities

• Manage a portfolio of mortgage accounts, ensuring timely payments and accurate records.
• Be the main contact for customers within your case portfolio, providing clear and empathetic support.
• Monitor loan performance and address arrears, defaults, and loss mitigation opportunities.
• Ensure full regulatory and legal compliance across activities.
• Collaborate with internal teams to resolve issues and improve processes.
• Prepare and review reports on loan status and servicing performance.
• Identify opportunities for system and process enhancements to drive efficiency.
• Uphold consumer duty principles in service delivery.

Skills

Collections

Customer service

Analytical skills

Regulatory compliance

Problem solving

Team collaboration

Tools

CRM software

Microsoft Excel

Job description

Intrum Mortgages in Glasgow is seeking a Secured Account Manager to oversee mortgage portfolios and deliver high‑quality servicing. You will act as the primary contact for customers, ensuring accurate records, compliant processes, and a service‑driven approach across cross‑functional teams.

The role emphasizes managing arrears, performance monitoring, and reporting while maintaining consumer duty standards. A comprehensive training program and a flexible hybrid pattern support work‑life balance.