Collections Agent

Partially Remote

24,000 + Benefits

Full time, permanent - 35hours / 9am-5pm

We have an opportunity for an experienced Collections Agent to join a forward-thinking innovative team based in Wolverhampton.

We are looking for Collection Agents with excellent communication skills, a strong work ethic and the ability to work to deadlines. Collection Agents will communicate with customers who are in arrears, primarily via telephone and occasionally using writtencommunication.

Collections Agent Role:
The key purpose of this role is to, along with other team members, ensure the efficient and timely collection of residential, buy to let and commercial early arrears, maintaining a pro-active collections strategy.

This involves telephoning and interviewing borrowers regarding queries and problems with their mortgage, assisting with the completion/provision of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, arrangingpayment schedules and agreeing arrangements for clearance of arrears.

Collections Agent Responsibilities:

- Process monthly arrears workloads effectively utilising the arrears forbearance toolkit.
- Interact with the operation team providing advice, assistance and quality checking all work before the release of correspondence.
- Identify accounts to be considered for litigation.
- Preparing litigation and conveyancing instructions and liaising with external service providers.
- Amend mortgage accounts as necessary ensuring accurate entry onto computer system.
- Raise charges, debit accounts, and write to borrower as appropriate and necessary.
- Provision of MI and updates to the Management team.
- Ensure a consistently high quality of customer service to both external and internal customers is provided.
- Achieve the company’s arrears targets.
- Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF).
- Ensure that you fully understand and comply with the organisation’s Risk Management & Data Governance Policies as they relate to your area of responsibility and demonstrate in your day-to-day work that you put customers at the heart of everything you do andtreat data as an important corporate asset which must be protected and managed.
- Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.

Experience & Skills:

- 12 months’ minimum collections experience ideally within a regulated environment.
- A positive telephone manner and strong negotiation skills.
- Recognise and deal with customers’ sensitive circumstances and ensure the appropriate action is taken.
- Ability to prioritise, be organised and efficient.
- Friendly and helpful approach.
- Experience in working in a fast-paced environment.
- Strong Microsoft Word and Excel skills are essential.
- Basic product knowledge regarding commercial, buy to let and residential mortgages is desirable.
- Employment references, ID, DBS, Credit check.