Mortgage Collections Specialist: Customer-Focused

Together - loans, mortgages & finance; Cheadle; On-site; GBP 28,000 - 36,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Mortgage collections

Regulated industry

Arrears experience

Customer service

Active listening

Attention to detail

Pressure handling

Job description

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.