________________________
_____________________
__________________
___________________
_____________________
___________________
________________________
______________________
________________________
_____________________
The Role We are seeking highly skilled Secured Collections Experts to join our team and make a significant impact. You will leverage your expertise to navigate complex, high-risk collections cases throughout the entire collections process. Exceptional customer service, achieving positive outcomes, and serving as a role model are all crucial aspects of this position. Your knowledge, tenacity, and collections expertise will enable you to effectively address all collections scenarios, minimize long-term mortgage arrears, and consistently deliver positive customer experiences. Responsibilities Manage all aspects of the financial support process, including end-to-end arrears management. Collaborate with customers to understand the cause and potential future challenges related to their arrears, and develop tailored solutions. Efficiently identify and manage caseloads. Utilize all available tools to establish contact with customers. Ensure adherence to all statutory and regulatory requirements for mortgage arrears, prioritizing fair customer outcomes. Act as a coach and role model, supporting the development of less experienced team members within the Financial Support Team. Benefits Package Competitive base salary commensurate with experience (range: £35,000 - £40,000) Comprehensive benefits package including: Discretionary annual bonus opportunity of up to 15% 28 days of annual leave plus bank holidays Contributory pension plan (employer contribution: 8%, employee contribution: 5%) Life Assurance (4x salary) and Group Income Protection Access to Private Medical Insurance and Medical Cash Plan Maternity & Adoption Leave Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks. Paternity Leave 8 weeks of paid leave to be taken within 12 months of birth or adoption. Additional benefits such as hybrid working options, cycle purchase scheme, technology purchase scheme, season ticket loan, holiday purchase/sell schemes, employee perk portals, payroll giving, and Save as You Earn scheme. About you Proven experience supporting customers experiencing mortgage arrears or repayment challenges (essential) Prior experience in complex financial support, litigation, and receivership activities (essential) A history of providing tailored support to vulnerable customers (essential) Prior experience in providing effective one-on-one coaching to colleagues (highly desirable)