Arrears Management Advisor

Working at the Cumberland, you become part of something special.  We're a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.

We're on an exciting transformational journey with our people firmly at the forefront of our plans.  If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.

We have an exciting opportunity for an Arrears Management Advisor to join our Arrears Management team on fixed term contract for a period of 12 months.

This is a full-time role however, we would also consider applications from candidates wishing to work on a part-time basis, around 20 hours per week. If you'd like to be considered for this part-time option, please specify this in your application.

The Benefits

• Salary - up to £27,293 p.a. – depending on skills and experience.
• Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.
• Learning and Development opportunities - We want you to grow in your role. We'll work together to support your personal and professional development.
• Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.
• Health and Wellbeing - 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 local charities and community organisations.

Main Responsibilities

• Dealing sympathetically and positively with customers who have mortgage arrears or current account debt.
• Communicating effectively with customers by telephone, email and letter.
• Making proactive outbound customer calls
• 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

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. You will also have:

• Experience providing excellent, telephone based customer service
• Understanding of compliance areas (MCOB, CCA and HCC)
• A firm but fair approach to dealing with customers in potential financial difficulty

An understanding and alignment to our core values:

• Customer Led
• Straight Forward
• Responsible
• Forward Thinking
• Better Together

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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