Mortgage Collections Specialist

Together Limited; Cheadle; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

26 days holiday + birthday day off

Private medical insurance

Pension contribution matching

Discretionary annual bonus

Travel season ticket loans

Gym access locally

Discounts at local bars/restaurants

Job summary

Together Limited is seeking a Mortgage Collections Specialist to support customers in financial difficulty across the full arrears journey. Based in the UK, you will handle inbound and outbound calls, assess each case, and tailor the appropriate sustainable support for vulnerable customers.

You will need strong collections experience in a regulated environment, excellent communication, and a careful, detail‑oriented approach to ensure best customer outcomes while maintaining compliance and

Qualifications

• Mortgage collections experience in a regulated industry.
• Experience across the whole collections journey—from early arrears to late arrears.
• Excellent customer service and communication skills with a commitment to minimising customer effort.
• Empathetic approach to customers through active listening and effective questioning.
• Excellent attention to detail and ability to work under pressure.

Responsibilities

• Handle inbound and outbound telephone calls related to arrears on regulated and unregulated accounts.
• Understand customer circumstances and offer appropriate sustainable support.
• Resolve enquiries to completion, aiming for first contact resolution where possible.
• Identify and address customer complaints early and efficiently.
• Arrange suitable support for vulnerable customers, including signposting to help organisations.

Skills

Empathy

Excellent communication

Active listening

Customer-focused

Job description

As a Mortgage Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.

As a Mortgage Collections Specialist, we are looking for someone to:

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
• Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
• Identify and attempt to resolve potential customer complaints
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help

Essential

• Collections experience within the Mortgage industry
• Collections experience in a regulated industry
• Experience of the whole collections journey - from early arrears to late arrears collecting
• Exceptional Customer Service and communication skills, with a commitment to minimising customer effort
• An excellent understanding of what a good customer outcomes looks like
• An empathetic approach to customers through active listening and effective questioning
• Excellent attention to detail
• Ability to work under pressure

We're Together. For over 50 years, we've helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can't or won't. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

Benefits of working at Together

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus Private medical insurance
• Life assurance and Critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts