Mortgage Services Arrears Consultant

We are an award-winning business that continues to grow due to the expansion and growth of the business. An exciting new role has arisen for a Mortgage Arrears Consultant to join the mortgage servicing team. This role is a completely new role and thereforethe successful individual will have complete control of the arrears side. You will work within the mortgage servicing team which employs around 16 staff and report directly into the Team Leader. This is an exciting opportunity for an experienced mortgage arrearsprofessional to join our successful and expanding company, working in a high performing, friendly and collaborative team.

This is a varied role, dealing with all aspects of mortgage arrears, from payment collection, arrears management and forbearance through to managing default cases, litigation, instructing LPA Receivers of Rent and property disposal. You will also be responsiblefor breach of mortgage terms cases, pro-actively contacting customers and managing these cases through to resolution. This position will involve communicating with customers and third parties both by telephone and in writing. You will handle all processeswith accuracy and within agreed timescales in a compliant manner and in line with regulatory guidelines.

We are a leading Buy-to-Let mortgage provider with one of the most experienced management teams in UK lending. As a company we have over 150 staff and have expanded greatly over recent years. We are a major player within our industry and can offer the suitableapplicant a long-term career.

The opportunity is based in Fleet and you would be working the hours of 9am - 5pm, offering excellent benefits and an attractive salary of up to £34k plus a discretionary bonus. You will receive 25 days’ holiday, non-contributory pension, private healthcare,life assurance and income protection. We are currently implementing our part office/part work from home scheme once trained but you must be happy to commute to our Fleet office regularly.
Reporting to the Team Leader and working alongside a team of 16 Mortgage Servicing Consultants, being solely responsible for the arrears catalogue, the duties will be as follows:

- Pro-actively contact customers to professionally and effectively maximise the collection of late payments and recovery of arrears, to bring accounts up to date.
- Identify and assess customers who are in difficult financial circumstances, provide support and review options for resolution of arrears, signposting where appropriate to help customers manage their loans.
- Support vulnerable customers with an empathic approach to their sensitive and unique situations. Refer / escalate such cases as necessary.
- Agree and monitor arrangements to repay arrears.
- Monitor and manage manual payments.
- Take card payments over the telephone.
- Send Letters Before Action.
- Instruct Field Agent visits.
- Provide recommendations on longer-term recovery strategies to line manager.
- Administration of cases in default.
- Prepare case referrals for consideration for instruction of LPA Receivers of Rent or Litigation.
- Manage properties in Receivership via liaison with the appointed LPA Receivers of Rent.
- Monitor the delivery of the litigation process via liaison with the appointed solicitors.
- Work to agreed objectives, service standards and deliverables.
- Ensure relevant documentation and information received is checked for adherence to policy and criteria.
- Deal with queries and enquiries effectively, accurately, and professionally, delivering excellent customer service.
- To provide a prompt reply to all written correspondence.
- Develop positive working relationships with colleagues.
- Adhere to internal/external compliance, credit review and audit requirements.
- Use initiative to resolve queries outside own area of expertise.
- Train and mentor new team members.
- Take responsibility for your own learning and development.
- Provide flexible administrative support to the Mortgage Services team as required by line management.
- Be a team player within both the Collections Team and the wider Mortgage Services Team and support the company in our objectives.
- Proactive, flexible, and willing to take on new aspects of the role as the Company evolves.
- All other associated duties and responsibilities and carry out any tasks as required by management.

To be successful for the Arrears role you need to have previous mortgage work experience coupled with arrears or collections experience from the mortgage or another financial services sector and be happy to learn the mortgage industry. In return we can offera generous starting salary plus bonus, Mon to Fri working hours 9am to 5pm with a full benefits package and hybrid working too once trained.

Please submit your CV asap for immediate consideration.