Mortgage Arrears Support Specialist

Yorkshire Building Society; Bradford; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Holiday: 25 days + BH

Buy extra 5 days

On target bonus 7%–15%

Pension up to 11%

Private medical insurance

Benefits portal

Job summary

Yorkshire Building Society is hiring for a role focused on helping members in financial difficulty through compassionate, proactive arrears support. You’ll respond by phone and email, resolving issues at first contact and guiding customers toward workable solutions to stay in their homes.

You'll need strong communication, emotional intelligence and resilience, with training provided for Mortgage Arrears Management. This hybrid role offers progression and development within a people-first culture.

Qualifications

• Strong communication skills and the ability to build relationships.
• Excellent listening and communication skills with empathy.
• Experience in mortgage arrears or collections is valuable but training will be provided.

Responsibilities

• Provide Good Customer Outcomes and resolve issues at first point of contact.
• Support customers with empathy to understand needs and circumstances.
• Guide customers through the arrears journey and explore solutions to keep homes.
• Make informed decisions on account progress within an agreed framework.
• Create clear written communications to encourage cooperation.
• Work to service levels, quality targets, and operational metrics.

Skills

Communication skills

Emotional intelligence

Active listening

Relationship building

Decision making

Customer empathy

Resilience

Job description

Yorkshire Building Society is hiring for a role focused on helping members in financial difficulty through compassionate, proactive arrears support. You’ll respond by phone and email, resolving issues at first contact and guiding customers toward workable solutions to stay in their homes.

You'll need strong communication, emotional intelligence and resilience, with training provided for Mortgage Arrears Management. This hybrid role offers progression and development within a people-first culture.