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Mortgage Arrears Specialist
1 month ago
We are seeking a highly skilled and experienced Mortgage Arrears Specialist to join our Financial Support Team. As a key member of our team, you will play a crucial role in supporting customers who are experiencing financial difficulties with their mortgage payments.
Key Responsibilities- Communicate effectively with customers to understand their financial situation and agree suitable repayment arrangements.
- Use a variety of communication channels to ensure timely interaction with customers, including telephone, email, and letters.
- Ensure a consistently high level of customer service through all communication methods.
- Making business and customer-oriented decisions on suitable next steps while ensuring a good customer outcome throughout the journey.
- Identify customers who show signs of vulnerability and work within the Group's framework to ensure suitable steps are taken.
- Update system notes to accurately reflect the conversation with the customer.
- Develop your overall performance based on feedback shared from the Quality Assurance team regarding the quality of your call handling, case handling, and effectiveness.
We offer a challenging and highly rewarding role that supports our customers at their most difficult times to find the best outcome to support their financial needs. You will be provided with full training on how to deal with various types of queries and how to ask the right questions to negotiate and work with the customer to find a suitable solution.
Requirements- Previous work experience in a financial support or collections role relating to mortgage products.
- Detailed knowledge of mortgage products.
- Experience communicating with customers via all communication channels.
- GCSE's in Maths and English.
If this sounds like you, please apply now. If shortlisted from your initial application, we operate a personalised recruitment process. Interviews are a two-way street, and we aim for them to be relevant and conversational to get the best out of you.
