Mortgage Arrears Support Specialist

Jobtrain; Bradford; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Holiday

Bonus

Pension

Healthcare

Discounts

Job summary

Yorkshire Building Society (YBS) is looking for a customer-focused role that supports members in financial difficulty. You will handle calls and emails, guiding customers through arrears processes with empathy, clear communication, and careful decision-making to help keep homes secure.

The role emphasizes resilience, high attention to detail, and the ability to build trust with customers during distressing times, while offering a pathway to training and development within a supportive team.

Qualifications

• Strong communication skills and the ability to quickly build relationships.
• Experience handling complex customer service scenarios and emotional intelligence.
• Willingness to learn and provide real help to customers in distress.

Responsibilities

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

Skills

Empathy

Excellent communication

Relationship building

Decision making within a framework

Attention to detail

Job description

Yorkshire Building Society (YBS) is looking for a customer-focused role that supports members in financial difficulty. You will handle calls and emails, guiding customers through arrears processes with empathy, clear communication, and careful decision-making to help keep homes secure.

The role emphasizes resilience, high attention to detail, and the ability to build trust with customers during distressing times, while offering a pathway to training and development within a supportive team.