Mortgage Payment Support Associate

Yorkshire Building Society; Bradford; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Holiday: 25 days + BH

Buy extra 5 days

On target bonus 7%–15%

Pension up to 11%

Private medical insurance

Benefits portal

Job summary

Yorkshire Building Society is hiring for a role focused on helping members in financial difficulty through compassionate, proactive arrears support. You’ll respond by phone and email, resolving issues at first contact and guiding customers toward workable solutions to stay in their homes.

You'll need strong communication, emotional intelligence and resilience, with training provided for Mortgage Arrears Management. This hybrid role offers progression and development within a people-first culture.

Qualifications

• Strong communication skills and the ability to build relationships.
• Excellent listening and communication skills with empathy.
• Experience in mortgage arrears or collections is valuable but training will be provided.

Responsibilities

• Provide Good Customer Outcomes and resolve issues at first point of contact.
• Support customers with empathy to understand needs and circumstances.
• Guide customers through the arrears journey and explore solutions to keep homes.
• Make informed decisions on account progress within an agreed framework.
• Create clear written communications to encourage cooperation.
• Work to service levels, quality targets, and operational metrics.

Skills

Communication skills

Emotional intelligence

Active listening

Relationship building

Decision making

Customer empathy

Resilience

Job description

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.

About the role

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.

• 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

About you

You’ll 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 you’ll play an important part in helping us provide the best possible service to our customers and because things can change fast and often, you’ll 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 us

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.

We would also welcome applications from candidates seeking part-time hours. To meet the needs of the role, you would need to be available to work until 7:00pm & Saturdays on a rota basis. Please also note that the initial six-week training period is required to be completed full-time in the office to ensure you receive the necessary support and training. You can reach out to us anytime during the recruitment process to discuss this.

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.

About our Benefits

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

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• 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.

Want more information?

If you have any questions about this role, please contact Rachel Ellis on [e-mail]