Arrears Specialist

1 month ago


Manchester, United Kingdom Selina Finance Full time
About Selina Finance

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 Specialist

We'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.
What We Offer:
  • £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')
What We're Looking For:
  • 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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