Collections & Recoveries Specialist

3 weeks ago

United Kingdom Belmont Green Finance Limited Full time

About us

Belmont Green provide mortgage solutions operating through its “Vida Homeloans” brand for Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our borrowers range from Buy to Let investors, to the self-employed and customers with multiple jobs. Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’ .


We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems.


As a business with an aspiration to become a bank and grow over the coming years, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it.


As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments.


Having met the target set by being a member of the HM Treasury Women in Finance Charter we have 50% of senior management roles filled by women.


With offices in Egham, London, and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK.


Our Culture

We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis.


We genuinely care about delivering the right outcomes for all of our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in.


By Joining Vida you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery.


We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do.


Role Overview:

The Collections & Recoveries Specialist is responsible for ensuring mortgage customers receive fair outcomes, in line with agreed processes, company policies and industry regulation. The main responsibilities of the role are to ensure BGFL has effective oversight of collections and recoveries activities carried out by our 3rd party servicer and to deal with any requests which are outside of their mandate, as required.


Key Responsibilities:

  • servicing operational oversight activities, across a range of processes
  • reports detailing oversight and servicing performance, accurately and on time.
  • queries and referrals from colleagues, third parties, customers and 3rd parties, with a strong focus on achieving the right outcome for the customer.
  • to projects and change activity as required, acting as SME for all Collections & Recoveries related workstreams.
  • the resolution of servicing issues.


Requirements:

  • strong arrears background with a proven track record in a customer facing role.
  • knowledge of the arrears cycle, litigation and possessions processes and regulatory compliance for both residential and buy-to-let mortgages.
  • in quality checking / quality assurance / formal oversight reviews.
  • in dealing with referrals for decisions within the mortgage arrears cycle, with a focus on customer outcomes and experience, working in line with TCF principles and lender policies.
  • of supporting vulnerable customers to achieve fair outcomes for them, tailored to their individual circumstances.
  • confidence to contribute ideas, challenge, and drive improvements to achieve better customer outcomes.
  • Excel and PowerPoint skills.
  • verbal, numerical and written communication skills.


Our Values

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day.


We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. We are:


Visionary - We innovate and break old habits, thinking big and pushing boundaries together as one team.


Inclusive - We value each other’s differences and work to see people for who they really are.


Dynamic - We are flexible and fast, cutting through complexity and never accepting second best.


Authentic - We are honest and genuine, what you see is what you get.


Benefits

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.

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