Mortgage Payment Support Associate

Yorkshire Building Society; Bradford; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A financial services organization in Bradford is seeking individuals for a customer support role focused on helping customers in financial difficulty. Successful candidates will need strong communication skills, emotional intelligence, and the ability to build relationships. They will receive full training and have opportunities for hybrid work after initial competency is achieved. The organization values inclusivity and offers a range of benefits, including 25 days of holiday, a bonus structure, and health plans.

Benefits

25 days holiday plus Bank Holidays

Up to 10% annual bonus

Pension contribution of up to 11%

Private medical insurance

Access to retail and health discounts

Qualifications

• Experience in customer service roles, ideally in financial contexts.
• Passion for helping customers and offering solutions.
• Ability to manage complex situations calmly.

Responsibilities

• Provide support to customers in financial difficulty.
• Communicate effectively through phone and email.
• Create written communications to encourage customer collaboration.
• Decide on account progress within agreed frameworks.

Skills

Strong communication skills

Emotional intelligence

Attention to detail

Ability to build relationships

Resilience

Job description

Overview

In this rewarding role you will be afforded a real opportunity to progress your skills, your career and will be suitably rewarded as you grow in your role.

Responsibilities

• Using initiative to provide Good Customer Outcomes and resolve issues at first point of contact for our customers who find themselves in financial difficulty
• Support customers with empathy to understand their individual needs and circumstances
• Support customers through the full arrears journey, discussing how and why their account is in arrears, exploring barriers to offer appropriate solutions to keep customers in their homes
• Make informed decisions on the progress of accounts within an agreed framework
• Create impactful and informative written communications to encourage customers to work with us
• Working to agreed service levels, quality targets and operational metrics
• Youll spend much of your day communicating over the phone and by email with customers and other colleagues, so strong communication skills and an ability to quickly build relationships are essential
• Complex customer service experience is also important, as youll play an important part in helping us provide the best possible service to our customers and because things can change fast and often, youll have excellent attention to detail, lots of resilience, and a genuine ability to take setbacks in your stride
• A high level of emotional intelligence to recognise and manage powerful emotions in customers during distressing times - and have the ability to handle complex situations calmly
• Excellent listening and communication skills
• The ability to effectively build relationships
• The ability to make decisions within an agreed framework
• A passion for wanting to engage with customers, to seek solutions in complex situations and to do the right thing
• Experience of Mortgage Arrears Management and/or Collections experience is valuable but not essential as full training to fulfil this role will be provided. What is essential is a passion for learning and a desire to offer real help to our customers.

About the role and culture

At YBS, we re here to do what s right. Not just for our members who use our savings and mortgage products. But for our communities, our society, and our world. And it all begins with our people.

We ve created the kind of workplace where you can make a difference. It s somewhere you can put purpose ahead of profit. Where you can balance commerciality with conscience. Where you can focus on growing, developing, learning, and progressing. Where you can be your best. And where you can do the right thing - for you, your career, and your future., At YBS we don t have shareholders, we have members. We care about people and that includes you. So here, you ll be respected for who you are, you ll be able to bring your whole self to work, and you ll have everything you need to build a long and rewarding career.

Hours & Hybrid Working. The contracted hours for this role are Monday to Friday between the hours of 8am to 7pm and Saturdays 9am to 1pm (1 in 4). We operate an 8 Week Rota. Once competent we offer the opportunity to split your working week between the office and working from home. This is on a rota-basis and is typically 2 Days per week from home.

Development. We want you to feel challenged here. Whatever your ambitions, we re committed to helping you develop your skills and move ahead in your career journey. From day one, we ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you ll go the extra mile to help our members, you ll fit right in and feel you belong here.

Benefits. We offer lots of fantastic rewards that you can make the most of in and out of work, including the following:

• Holiday. You ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. We work together to reach for better at YBS, so when we reach our goals, we re all rewarded, with up to a 10% annual bonus.
• Pension. We know how important it is to save towards the future, that s why we ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us, you ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts