Arrears Management Advisor

5 months ago


Carlisle, United Kingdom The Cumberland Full time

**The Vacancy**

We have an opportunity within our Arrears Management team for an Arrears Management Advisor.

We are looking for an individual who has dealt with either personal or commercial customers in the past and who can provide first class customer service when customers need our help and support most.

**Main Responsibilities**:

- Dealing sympathetically and positively with customers who have mortgage arrears or current account debt.
- Communicating effectively with customers by telephone and letter.
- Dealing with arrears and current account cases.
- Negotiating repayment plans ensuring that these are affordable and sustainable.
- Making decisions about individual cases in line with your agreed mandate levels.
- Managing a case load efficiently ensuring that documented procedures are followed and compliance requirements are met.
- Ensuring that customers’ individual circumstances are considered in all contact so that the customer receives the best possible outcome.
- Ensuring that agreed service levels are achieved.
- Identifying process improvements in order to reduce costs and /or improve service.
- Maintaining competence within the training and competence scheme

**About you**

You will have
- Experience of dealing with customers by telephone
- Understanding of compliance areas (MCOB, CCA and HCC)
- A firm but fair approach to dealing with customers in potential financial difficulty

**Location**

This is a hybrid working position where the successful applicant will be required to work from our Head Office in Carlisle as required.

**The Company**

We’re here to create a banking experience that’s kinder to people and planet.

Unlike banks, we don’t have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.

**The Benefits**

**Competitive Salary**

We will offer you a competitive basic salary for your role, which is reviewed every year.

**Learning & Development**

We want you to grow in your role. We’ll work together to support your personal and professional development.

**Holidays**

Flexibility to buy and sell up to two holiday days per year, plus extra holiday after 5 years.

**Family Friendly**

We pay competitive maternity, paternity and adoption leave.

**Flexible Working**

We can provide the tools and equipment you need to be able to work flexibly or from home when you need to, depending on your role.

**Pension Scheme**

If you’re eligible, we’ll enroll you into our competitive company pension scheme.

**Health & Wellbeing**

We have a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.

**Community Day**

We offer our people an extra paid day off every year to help out local charities and community organisations.

**Social**

We hold regular social events, from annual staples like our Christmas party and quiz, to smaller get-togethers such as walks and shopping trips.



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