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)