Mortgage Collections Specialist

Leeds Building Society; Leeds; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Annual bonus up to 12%

Matched pension up to 10%

26 days holiday + bank holidays + 5-t

Mortgage and Saver products

Bupa Health Cash Plan

2 days volunteering per year

Job summary

Leeds Building Society is seeking a Mortgage Services Specialist to support members facing financial difficulty, offering practical solutions and compassionate guidance. You will gather information, listen carefully, and provide tailored recommendations to help customers regain financial stability.

In this hybrid role, you will work with a diverse range of cases from early concerns to arrears management, delivering a dependable, empathetic service and maintaining high standards of care for

Qualifications

• Patience and empathy when dealing with challenging customer situations.
• Active listening and ability to handle difficult conversations with customers.
• Ability to review information to make suitable recommendations to customers.
• Previous experience in a customer service role is essential.

Responsibilities

• Support members experiencing financial difficulty and help them find practical solutions.
• Engage in meaningful conversations to understand needs and build trust.
• Contribute to arrears management and financial wellbeing initiatives.
• Deliver a positive, empathetic, right-first-time customer experience.

Skills

Emotional resilience

Strong communication

Information processing

Customer service experience

Job description

How you'll help us live our purpose

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – join us as a Mortgage Services Specialist.

How you'll make a difference

At Leeds Building Society, our purpose is to keep homeownership within reach. As a Mortgage Support Specialist in our Mortgage Services team, you will support members who are experiencing financial difficulty, helping them find practical solutions that work for their circumstances. Through meaningful conversations, you'll build trust, understand each member's needs, and provide the right support at the right time.

Working across a range of complex situations, from early financial concerns through to arrears management, you'll play a vital role in helping members regain control of their finances while delivering a positive, empathetic, and right-first-time experience. Every conversation you have has the potential to make a real difference to a member's financial wellbeing and future.

Start date – January 2027

What will you bring to the role?

• Emotional resilience - you will need to have patience and empathy and be confident in dealing with challanging customer situations.
• Strong communication skills – you will need to be a good listener and be to handle difficult conversations with customers
• Ability to collate and process information – you will need to be able to review information that will enable you to make suitable recommendations to the customer.
• Previous experience in a customer service is essential.

And in return, you'll get the best from us:

• An annual colleague bonus of up to 12%
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• Bupa Health Cash Plan
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Visa Sponsorship: This role does not meet the eligibility criteria for sponsorship under the Skilled Worker visa route. Therefore, we are only able to consider applications from individuals who already have the right to work in the UK without employer sponsorship.

Why choose us?

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

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