Mortgage Account Manager — Hybrid Work & Service Excellence

Whereby; Glasgow; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

33 days holiday + bank holidays

Private medical insurance

Life assurance

Gym discounts

Cycle to work

Pension

Birthday day off

Job summary

Intrum Mortgages is seeking a Secured Account Manager to own mortgage loan portfolios, ensure accuracy and regulatory compliance, and deliver tailored customer solutions. You will work across teams to maintain high standards of servicing and provide clear, empathetic support.

You’ll manage payments, monitor performance, and address arrears while driving process improvements and customer outcomes in a hybrid Glasgow-based role.

Qualifications

• Experience within the mortgage industry is essential, with knowledge of mortgage arrears, collections, and litigation processes considered highly advantageous.
• Strong analytical skills with the ability to solve complex problems creatively and make sound decisions under pressure.
• Highly organised and detail-oriented, ensuring accuracy and experience in managing own allocated caseloads.

Responsibilities

• Manage a portfolio of mortgage accounts, ensuring timely processing of payments and accurate maintenance of account records.
• Act as the main point of contact for customers within your case portfolio, delivering clear, empathetic, and effective support.
• Monitor loan performance and proactively addressing arrears, defaults, and loss mitigation strategies.
• Ensure full regulatory and legal compliance, maintaining governance standards.
• Collaborate with internal teams to resolve issues and improve processes.
• Prepare and review reports on loan status, servicing performance, and customer satisfaction.
• Identify opportunities for process improvement and system enhancements.

Skills

Mortgage experience

Analytical skills

Detail-oriented

Team player

Customer service

Job description

Intrum Mortgages is seeking a Secured Account Manager to own mortgage loan portfolios, ensure accuracy and regulatory compliance, and deliver tailored customer solutions. You will work across teams to maintain high standards of servicing and provide clear, empathetic support.

You’ll manage payments, monitor performance, and address arrears while driving process improvements and customer outcomes in a hybrid Glasgow-based role.