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Mortgage Collections Officer
3 months ago
Mortgage Collections Officer / Senior
Manchester
Up to £45,000 + Bonuses + Hybrid working, Health shield - Healthcare, Dental, Optical, Life Assurance (after 3 months) 4 x annual salary, 25 days holiday P.A plus bank holidays
About the Role:
I am looking for a detail-oriented and customer-focused Mortgage Collections Officer to join a well-established company. The successful candidate will manage arrears accounts, provide excellent customer service, and support customers in finding appropriate solutions for their financial needs. This role requires strong organisational skills and the ability to work within a highly regulated environment.
Key Responsibilities:
* Arrears Management: Handle all arrears accounts, maintaining regular contact with customers and offering support where possible.
* Customer Service: Provide and promote an excellent standard of customer service across all mortgage administration tasks.
* Concession Reviews: Review concession and contract variation requests, making accurate recommendations.
* Direct Debit Process: Manage the monthly unpaid direct debit process.
* Regulatory Compliance: Produce quarterly arrears statements and 2 month+ arrears letters in line with regulatory requirements.
* Complaint Handling: Address and resolve customer complaints in line with company policies and procedures.
* Account Management: Process changes to customer accounts, ensuring records are up to date.
* Vulnerable Customer Specialist: Develop expertise in managing vulnerable customer cases.
* Mortgage Administration: Assist with mortgage payments, redemptions, and other administrative tasks.
* Quality Assurance: Conduct quality checks on mortgage completions and retention of business.
* Project Participation: Participate in system testing and wider society projects.
General Duties:
* Adhere to documented policies and procedures, ensuring compliance with FCA's Conduct Risk requirements and Anti Money Laundering regulations.
* Maintain risk awareness and report any potential breaches.
* Contribute to the company's goals and promote its interests.
* Undertake additional duties as required.
Person Specification:
* Experience: At least 4 year of experience in a Mortgage / Secured Lending collections/arrears environment. Experience in a highly regulated environment is desirable.
* Knowledge: Understanding of current mortgage lending legislation.
* Skills: Excellent organisational skills, attention to detail, ability to work to deadlines, and provide outstanding customer service.
* Attributes: Team player with a friendly and positive 'Can do' attitude
