Arrears Specialist
1 month ago
Selina Finance is a pioneering digital lender dedicated to unlocking the wealth trapped in UK homes. With a mission to revolutionize the secured lending landscape, we're building a next-generation platform that empowers homeowners to access their equity without relying on high-interest consumer loans, credit cards, and overdrafts.
Job Title: Arrears SpecialistWe're seeking an exceptional Arrears Specialist to join our high-performing team. As a key member of our team, you'll be responsible for resolving customer payment difficulties, ensuring timely and effective communication, and driving great customer outcomes.
Key Responsibilities:- Take ownership of tasks and customer interactions, ensuring consistent reliability and accountability in resolving payment difficulties.
- Communicate clearly, concisely, and timely with customers and colleagues to ensure understanding and meet agreed time scales.
- Develop a deep understanding of our servicing arrears processes and apply a persistent and resilient approach to resolve complex issues.
- Embody a strong individual work ethic while being an integral part of a high-performing team.
- Drive personal development to elevate the customer experience and push colleagues to excel.
- Build effective relationships with key stakeholders to deliver industry-leading service.
- Actively develop yourself and others through opportunities to shadow and collaborate with team members.
- Contribute to business growth through project participation and upskill yourself by engaging with our talented and diverse workforce.
- £33,000 base salary
- Bi-annual Bonus (discretionary)
- Growth Shares
- 25 days annual holiday
- Annual L&D budget
- Cycle to work scheme
- 3% pension contribution
- Monthly socials
- Free access to mental health support via 'Spill'
- A choice of benefits that work for you courtesy of our benefits platform, 'Thanks Ben'
- Annual £60 cycle allowance for Santander cycles or Evans (via 'Thanks Ben')
- At least 2 years' experience in a collections/arrears role within a regulated financial environment with a strong understanding of MCOB, GDPR, and Consumer Duty.
- Substantial experience in dealing with end-to-end mortgage arrears, including litigation, repossessions, and recoveries.
- Significant experience in mortgage arrears and forbearance arrangements.
- A great communicator with the ability to manage conflicting and demanding situations with empathy, putting the customer at the heart of everything you do.
- Supporting vulnerable customers with a sensitive approach to unique situations.
- A customer-obsessed attitude and a 'Be kind, Be useful, Get-things-done' mentality.
- Acknowledging and learning from mistakes, embracing them as opportunities for growth and development.
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