Arrears Advisor

**Description**:
The Arrears Advisor will be working within a busy mortgage arrears servicing team dealing with both buy to let and residential mortgages. The Arrears Advisor requires a confident individual capable of supporting our customers and able to follow procedures and protocols to ensure good customer outcomes. Previous experience working in an arrears/collections-based role and/or mortgage experience is ideal

**Key Responsibilities**:

- To manage customer accounts through early identification of financial distress by pro-active customer contact
- To successfully influence the outcome for both the customer and CHL limiting the escalation of arrears to litigation, with a satisfactory customer outcome
- Always ensure compliance and adherence and all other regulatory requirements.
- Contact all customers in payment shortfall.
- Contact customers by telephone and/or in writing; through relevant questioning establish the customer circumstances and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.
- Implement payment plan measures at the earliest opportunity.
- Through case ownership, build and maintain the customer relationship for all customers.
- Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
- Adhere to procedures to implement best practice; challenging when necessary, in line with Arrears Consultant mandate, escalate where appropriate.
- Work closely with Field Agents issuing field visit requests in a timely manner when unable to contact the customer.
- Work individually and as part of the team to reach satisfactory customer outcomes.
- Liaise with other departments within the Company to ensure optimum service for the customer and to minimise risk for the Company.
- Keep up to date with developments in the Specialist Servicing department.

**Skills Knowledge and Expertise**:

- Arrears or collections experience (Preferable but not essential) or experience of working in a B2C telephone-based role.
- Previous experience of working in a customer service role within a mortgage environment (Preferable but not essential).
- Good standard of education.
- Ability to communicate effectively both verbally and in writing with both clients, customers and internal staff.
- You will be Self-motivated and driven to achieve results.
- Must have right to live and work in the UK.

**Benefits**:

- 25 days holiday per annum
- Up to 15% annual discretionary bonus based on performance.
- Company pension scheme - up to 9% company contribution
- 1 x Paid charity days.
- Long service awards and extra holiday
- Healthcare cash plan
- Life assurance cover x 4
- Online discounts and gym memberships
- Enhanced paternity and maternity pay
- Access to Smart Hive by Bravo Benefits giving you full access to all your benefits + additional discounts.

**About CHL Mortgages**:
CHL Group provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. The CHL Group consists of 3 companies, CHL Mortgages, CHL Mortgages for Intermediaries and Landmark Mortgages. We have vast experience in the UK mortgage market encompassing a range of services. We currently service c.30,000 of mortgage assets on behalf of third-party clients and manage several standby contracts for mortgage and bridging finance clients.

Founded in 1990 CHL Group has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. We have grown to become one of the market leaders in specialist mortgages and the Buy-to-Let markets.

We are always on the lookout for talented, dedicated and motivated colleagues to drive the business forward and provide the best outcomes for our clients, investors and customers. We provide an excellent benefit package, competitive salary and excellent work environments where colleagues can learn, develop and progress