Mortgage Support Coordinator- Arrears Specialist

7 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 correct tools 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 outcomes to 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.

**What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes**:

- A 35-hour weekly contract + flexible working options
- 25 days holiday each year plus bank holidays (increasing with length of service)
- Bonus Scheme (paid annually) -On target 5%, up to 10% depending on performance
- Colleague mortgage scheme and access to our financial advisors
- Pension scheme - up to 9% employers’ contribution
- Life assurance (4x salary) and income protection
- Access to a range of wellbeing benefits, including medicash scheme
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
- An extra day’s holiday for your birthday
- The option to buy and sell holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Access to a range of high street and online discounts
- Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
- A wide range of recognition initiatives to recognise and reward great performance
- Hybrid working (typically 2 days in the office per week)

Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.

**Job Types**: Full-time, Permanent

**Benefits**:

- Canteen
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site gym
- On-site parking
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Application question(s):
Work Location: Hybrid remote in Wallsend

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