We're proud of the outstanding customer service we provide, so when our members are going through a challenging time, our ability to care and support them is even more important. We're looking for a friendly, confident, supportive person who is passionate about providing excellent service, to join our Mortgage Collections specialist team.
We provide help and guidance to our customers who are facing difficulties with their mortgage payments. We operate in the most challenging times and taking responsibility by finding resolutions for our customers and dealing with more sensitive situations will be key. How we deal with our customers is incredibly important, it can be complex to deal with but extremely rewarding at the same time.
This is a telephone based role working with customers who are in or facing financial challenges. Agreeing affordable payment plans, regularly reviewing existing payment agreements as well as keeping up to date with policies and procedures will be important.
Building relationships, understanding services that will suit their individual needs whilst giving clear, accurate information in a friendly, professional and efficient way will be key. The role also involves dealing with professional third parties like solicitors, estate agents and debt counsellors.
For this role you'll need recent high level customer service experience to be successful, ideally from a collections environment but this isn't essential as our training will support your knowledge. Being a strong, empathetic communicator with the confidence to hold conversations that are tailored to our customers' individual circumstances with be important.
You'll have experience of handling challenging conversations, dealing with more sensitive, complex customer enquiries and will be able to manage your own workload and diary.
We do on-site training (up to 6 months to make sure you get the best start and support) then this role reverts to hybrid working role with at least two days a week in our new office Coventry House in Binley and the rest at home. Working Hours: Monday to Friday 9 – 5 and the availability to work one out of four Saturdays 9am – 12pm.
We reserve the right to close this advertisement early if we receive a high volume of suitable applications.
As a mutual, we've always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.
We're serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you'll make us stronger.
You can build so much more than a career. Come and make a difference in our Society, that's been voted a ‘Great Place to Work' by our teams.
Flexibility and why it matters
We understand the need for flexibility, so wherever possible, we'll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.