Our client, a specialist Mortgage Lender is seeking Financial Support Collection Agents to work with customers who are experiencing financial difficulties to discuss and arrange suitable repayment options for the timely collection of their mortgage arrears.

You must be able to produce a first class service to navigate solutions to portfolios of complex and high-risk collections cases, across the entire collections journey, minimising the risk of long-term mortgage arrears and delivering good customer outcomes on every interaction.

Your day-to-day activities will include:

• Conducting comprehensive early and late-stage arrears management, addressing customer concerns, and identifying tailored solutions
• Making business and customer orientated decisions on suitable next steps whilst ensuring there is a good customer outcome throughout the journey
• Efficiently managing caseloads and utilising available tools to engage customers
• Efficiently managing a portfolio of cases, working through them at different stages including and up to litigation
• Ensuring compliance with statutory and regulatory requirements, prioritising fair customer outcomes
• Providing coaching and guidance to less experienced team members

 Key Skills and Qualifications:

• Prior experience in supporting customers facing mortgage arrears or repayment difficulties is essential
•  A proven track record in managing complex financial support cases, including litigation and receivership
• Demonstrated ability to deliver tailored support to vulnerable customers is a key requirement

Next steps:

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