Job Title: Collections Agent
Location: Mansfield
Job Purpose:
To provide excellent customer service in mortgage administration and manage accounts in arrears by supporting customers and finding suitable solutions.
Main Duties:
Primary Responsibilities:
- Manage all accounts with overdue payments, maintain regular communication, and offer support.
- Make decisions within your authority following company procedures.
- Review customer requests for concessions or contract changes and provide accurate recommendations.
- Handle the monthly unpaid Direct Debit process.
- Generate quarterly arrears statements and send letters to customers who are 2+ months overdue, following regulations.
- Address customer complaints according to company policies.
- Update customer accounts in the system and keep records accurate.
- Take notes during monthly arrears meetings and share them with key stakeholders.
- Specialize in handling vulnerable customers.
Secondary Responsibilities:
- Process mortgage payments and redemptions.
- Communicate with internal staff, customers, and external contacts via phone, email, and letter.
- Provide excellent customer service and manage workloads effectively.
- Perform various mortgage administration tasks.
- Conduct quality checks on mortgage completions and document retention.
- Participate in system testing and other departmental projects.
General Duties:
- Follow all policies and procedures accurately.
- Stay aware of risks in your role, ensure controls are in place, report any risk events, and escalate issues as needed.
- Prepare management information as required.
- Support the wider goals of the Society and collaborate with colleagues.
- Comply with all regulatory requirements, including those from the Financial Conduct Authority (FCA), Treating Customers Fairly (TCF), Anti-Money Laundering (AML), and more.
- Complete necessary training to maintain competence in AML practices.
- Report any suspicion of money laundering or terrorist financing promptly.
- Perform other duties as needed within the department or Society.
Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.