Mortgage Accounts Specialist – Customer Care & Compliance

Intrum Justitia; Glasgow; Hybrid; GBP 42,000 - 60,000; Full time

Benefits offered by this job

33 days holidays

Birthday day off

Pension scheme

Private medical insurance

Wellbeing benefits

Hybrid work pattern

Job summary

Intrum Mortgages in Glasgow is seeking a Secured Account Manager to lead day-to-day management of mortgage portfolios, ensuring accurate servicing and regulatory compliance.

You will collaborate across teams to enhance customer experience, drive payment accuracy, monitor performance and address arrears with thoughtful loss mitigation, while embracing hybrid working in a supportive culture.

Qualifications

• Experience within the collections industry is essential.
• Experience with mortgage arrears, collections, and litigation processes is advantageous, though training will be provided.
• Strong analytical skills with ability to solve problems creatively under pressure.

Responsibilities

• Manage a portfolio of mortgage accounts, ensuring timely processing of payments and accurate maintenance of records.
• Serve as main point of contact for customers within your case portfolio with clear, empathetic support.
• Monitor loan performance and address arrears, defaults, and loss mitigation opportunities.
• Ensure full regulatory and legal compliance and uphold 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 improvements and system enhancements for efficiency.
• Support Consumer Duty by driving good outcomes for customers.

Skills

Collections experience

Mortgage arrears

Analytical thinking

Organised and detail-oriented

Collaborative team player

Job description

Intrum Mortgages in Glasgow is seeking a Secured Account Manager to lead day-to-day management of mortgage portfolios, ensuring accurate servicing and regulatory compliance.

You will collaborate across teams to enhance customer experience, drive payment accuracy, monitor performance and address arrears with thoughtful loss mitigation, while embracing hybrid working in a supportive culture.