Mortgage Support & Collections Specialist

Leeds Building Society; York and North Yorkshire; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Annual bonus up to 12%

Matched pension up to 10%

26 days holiday + holiday purchase up

Job summary

Leeds Building Society is seeking a Mortgage Services Specialist to support members in financial difficulty, helping them find practical solutions that work for their circumstances. You’ll handle a range of conversations with empathy, build trust, and ensure the right support at the right time.

From early financial concerns to arrears management, you will contribute to improving members’ financial wellbeing while delivering a positive and right-first-time experience. Start date: January 2026.

Qualifications

• Emotional resilience to handle challenging customer situations with patience and empathy.
• Strong communication skills and active listening for difficult conversations.
• Ability to collate and process information to make suitable recommendations.
• Previous experience in customer service is essential.

Responsibilities

• Support members in financial difficulty and provide practical solutions.
• Discuss needs with customers to tailor suitable recommendations.
• Engage in arrears management and help members regain control of finances.
• Deliver a positive, empathetic, and right-first-time customer experience.

Skills

Emotional resilience

Strong communication

Information processing

Customer service experience

Job description

Leeds Building Society is seeking a Mortgage Services Specialist to support members in financial difficulty, helping them find practical solutions that work for their circumstances. You’ll handle a range of conversations with empathy, build trust, and ensure the right support at the right time.

From early financial concerns to arrears management, you will contribute to improving members’ financial wellbeing while delivering a positive and right-first-time experience. Start date: January 2026.