Mortgage Payments Support Assistant

7 days ago

Edinburgh, United Kingdom Scottish Building Society Full time

**Join our Team**

Scottish Building Society is a mutual building society, which means we are owned by and run for our members. Although you may not have heard about us, we are the oldest remaining building society in the world. We started life in 1848 as the Edinburgh Investment Company. We help people save and buy their first and subsequent homes throughout their lives. We are a dedicated team focused on growing the Society whilst not losing sight of our values.

At SBS, our people are our most important asset - we couldn’t offer such a personalised service without them. We are connected into the communities our colleagues live and work in, and we strive to have a workforce that is representative of our members.

We are keen to recruit talented individuals who are interested in joining a company in which they can really make a difference. Our culture is friendly, open and inclusive where we actively encourage everyone to bring themselves to work. If you choose to join our team, you’ll find a great workplace and opportunities to develop and grow. We are currently on an exciting transformative journey, which the successful applicant would be part of.

**The Opportunity**

As a member of the Lending Team and reporting to our Lending Manager, the role of Mortgage Payments Support Assistant is responsible for the early payment shortfall accounts and working with borrowers to agree appropriate repayment plans with a view to achieving best borrower outcomes. Provide assistance with serious arrears accounts.

Whilst the Lending Team are predominantly based at our Head Office in Edinburgh, the role holder can work from any of our 6 locations across Scotland. This is a hybrid position, with the ability to split your time between home and office.

**Key Responsibilities**
- Work with borrowers in payment shortfall to develop solutions that will achieve the best borrower outcome and that for the Society.
- Deal with enquiries from borrowers in payment shortfall including processing of payments in line with procedures.
- Review circumstances of borrowers in payment shortfall and agree appropriate repayment plans in line with the Society’s Forbearance, Conduct and Vulnerable Customer policies.
- Treat all customers fairly, professionally and act in line with regulatory requirements and protocols for borrowers in financial difficulty.
- Maintain direct contact with borrowers across the whole mortgage portfolio using the appropriate medium for the borrowers and upkeep records of customer contact in line with the Society’s Financial Difficulties policy and procedures.
- Ensure all account records are maintained up to date - address/contact details/bank details, ensuring any fees charged are appropriate and processed in line with Society policy.
- Deal with month end reports to include unpaid direct debits, arrears letters and arrears reports in line with Society processes and procedures.
- Provide Management Information to Head of Lending in respect of accounts in early payment shortfall as and when required.
- Assist with preparation of Retail Credit Committee papers.
- Assist with end of term and interest only contact strategies.
- Provide assistance as necessary to the Mortgage Payments Support Manager in respect of serious arrears accounts.
- Assist Head of Lending and Lending Manager with any ad hoc requirements as necessary.
- This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract._

**Skills & Capabilities for the role**

**Qualifications**:

- CeMAP or equivalent

**Essential experience**:

- Ability to deal with borrowers in difficult situations
- Proven experience in TCF & Customer vulnerability
- Proven experience/knowledge of early arrears processes and procedures.
- Proven experience in customer service.
- Proven experience in decision making.

**Behaviours**:

- Professional and ethical.
- Strong interpersonal relationships.
- Willing to take on responsibility and accountability.
- Respect the needs, abilities, and personalities of others.
- Willing to work collaboratively as part of a team and involve others.
- Positive ‘can do’ approach.
- Approachable.

**Essential skills**:

- Excellent communication skills.
- Proven decision making skills.
- Organisational skills.
- This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role. This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role._

**PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE RECENT DEMONSTRABLE AND RELEVANT EXPEREINCE.**

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