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Collection Officer
2 months ago
Job Title: Collection Officer
Company: Stellar Select Limited
Job Type: Full-time
Salary: Up to £30,000
Hours: Monday to Friday 8:30 am to 5 pm
Job Summary:
We are seeking a highly skilled Collection Officer to join our team. As a Collection Officer, you will be responsible for managing residential mortgage accounts in serious arrears undergoing litigation. You will engage with customers to understand their situations while ensuring fair treatment throughout the litigation process.
Key Responsibilities- Manage a caseload of accounts: Through the Litigation and Term expiry process, ensuring accurate and timely management of customer accounts.
- Understand loan terms and conditions: Clearly explain and meet borrower expectations, ensuring accurate recording of customer information on internal systems.
- Ensure accurate customer communication: Inform customers of payments due and collect required payments accurately, adhering to BACS rules and Court Orders.
- Report problem issues: Accurately, proactively, and in a timely manner, making recommendations and expressing balanced and technical opinions.
- Manage arrears and associated risks: Re-establish loans to a performing basis, including inbound and outbound calls, analysing customer information, and drafting referrals.
- Ensure process adherence: Highlight suggested improvements or additions to your line manager, ensuring correct processes are followed.
- Liaise with clients and stakeholders: Professionally engage with clients, third parties, and other areas of the business.
- Identify process enhancements: Recommend improvements to processes, procedures, and systems, engaging the Servicing Manager and Team Leader.
- Assist with projects: Meet agreed deadlines and achieve specific objectives as defined by the Team Leader.
- Meet quality, productivity, and performance targets: Assist in working daily/weekly/monthly reports and ensure required action is completed within timescales.
- Experience: A minimum of one year's continuous experience within mortgage debt collection, including loans in default at expiry.
- Communication skills: Good quality of written and verbal communication.
- Customer focus: Identify effective solutions for borrowers, internal clients, and external clients.
- Knowledge and understanding: Mortgage loan documentation, applicable regulations/codes governing the financial services industry, financial budgets, and the UK Benefits System.
- Teamwork and organisation: Ability to work as an effective team member, be cooperative, support others, and deliver what you promise, while organising your workload and that of your team to meet deadlines.
