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Mortgage Support Coordinator- Arrears Specialist

4 months ago

Wallsend, United Kingdom Newcastle Building Society Full time

About the Role

Working within Mortgage Operations, Mortgage Support Coordinators are Key to ensuring we deliver fair outcomes to all of our customers, including those who find themselves in financial difficulty.

You will have the chance to support vulnerable customers, acting quickly to ensure we provide first class service and support for those in challenging and complex circumstances.

Life in Mortgage Support is full of variety, you'll make a real difference to our customers by really getting to know them, listening and understanding. Most importantly you will empower them to make some great financial choices.

No two days are the same, it’s an engaging and fun environment where your ideas are welcomed as we strive to improve the way we work and the customer experience.

**Mortgage Support operate Monday to Friday, between 8am and 6pm with no weekends**

This role will be based in our office at Cobalt Business Park. We have refreshed our approach to recruitment and have outlined a new process of remote selection and on boarding. Upon starting a new role with us, we will ensure you are equipped with the correcttools and technologies to enable you to do your best work remotely. Here at the Society we operate a hybrid approach, with a mixture of office-based and home working, therefore a commutable distance to Cobalt will need to be considered.

About You

You will be great with people and you'll have the natural ability to show empathy in difficult customer situations, ensuring a fair outcome at all times. Your experience will demonstrate that you're able to provide sound options to customers by questioning,listening, understanding, interpreting, challenging and assessing financial information. You will have the ability to do this whilst building trust with your customers and strengthening the relationship.

As a team we work closely together, but you’ll also be comfortable working independently, exercising a mandate whilst having support every step of the way.

Experience of working with customers in financial difficulty in a debt management environment and working to SLAs would be advantageous.

You will be able to demonstrate good understanding and have experience of arrears and forbearance measures for mortgages, as well as other financial products.

About Us

Mortgage Operations is responsible for managing our residential mortgage assets from initial enquiry through to redemption and supporting where customers find themselves in financial difficulty. We are committed to delivering excellent service and fair outcomesto all of our customers wherever they are in the mortgage cycle.
We are a growing team in an award winning environment. We believe in a great work life balance and a real commitment to connecting with our communities

If this sounds like your perfect job, we would love to hear from you

For full details along with a comprehensive breakdown of what we’re looking for, please download the role profile.

**As well as receiving a competitive annual salary our colleague benefits package also includes;**
- **A minimum of 25 days holiday per annum which rises with length of service up to 30 days per annum + bank holidays**:

- **Corporate pension scheme**:

- **Life assurance**:

- **Corporate bonus scheme**:

- **Subsidised gym memberships**:

- **Buying holidays policy**:

- **Staff offers and access to staff association offering discounts for local trips, events & services**:

- **Employee Assistance Program