Mortgage Collections Specialist

Together - loans, mortgages & finance; Cheadle; Presencial; GBP 28.000 - 36.000; Jornada completa

Descripción de la vacante

Together invites applications for a Mortgage Collections Specialist based in Cheadle, Cheshire. You will provide high-quality support to customers in financial difficulties, handling inbound and outbound arrears enquiries across regulated and unregulated accounts.

You will listen, ask questions to understand their situation, and signpost to appropriate assistance while aiming for first-contact resolution. We welcome applicants who can support vulnerable customers with empathy.

Formación

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

Responsabilidades

• 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.

Conocimientos

Mortgage collections

Regulated industry

Arrears experience

Customer service

Active listening

Attention to detail

Pressure handling

Descripción del empleo

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

Company Description

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.

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

Qualifications

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

Additional Information

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.