Mortgage Customer Assistance Specialist

5 days ago

Leicester, United Kingdom Metro Bank PLC Full time

**Team** Mortgages

**Location** Leicester Office

**County** Leicestershire

**Ref #** 23610

**Closing Date** 22-Aug-2025

We have been awarded the “Most Loved Workplace” At Metro Bank, people come first - our culture is all about bringing out the best in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.

**What you will do**:

- As a new Mortgage Customer Assistance Specialist at Metro Bank, you will use your arrears experience to provide our mortgage customers in arrears and financial difficulty with forbearance solutions and support tailored to their individual circumstances and needs
- Support Metro Bank customers with complex problems as a face of the bank for some of our most vulnerable customers in financial difficulty
- Communicate empathetically and build trust with customers in financial difficulty and arrears, encouraging customers to let us know how we can help them
- Gather information about customer circumstances and offering forbearance suited to their individual needs, supporting them by tailoring information and signposting them to the best sources of help
- Ensure accurate and relevant records are maintained of customer interactions keeping key systems up to date
- Liaise with internal and external stakeholders including colleagues in other teams across the bank, solicitors and agents
- Work as part of a team, supporting you team colleagues and leaders

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

**What you will need**:

- Proven experience in a customer facing financial service arrears role, likely within a regulated mortgages environment
- Experience in a customer facing role within a financial services environment, with the ability to deliver amazing customer service
- Understanding of the regulatory environment that applies to mortgage arrears, including MCOB, DISP, GDPR and Consumer Duty
- Ability to manage, organise and prioritise tasks and workloads, maintaining strong attention to detail
- Strong listening, probing, negotiation and influencing skills, with the ability to tailor and adapt your approach and explain complex concepts in a way that is easy for customers to understand
- Excellent verbal and written communication skills
- CeMAP qualified or equivalent would be an advantage, but is not essential
- To understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

**Our promise to you**
- We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts
- We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions)
- We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible - this team will be base from our Leicester office (in office 3 days per week, but full time during initial training)

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