Nicholas Howard are delighted to be working with an exciting Financial Services client, a well established specialist mortgage lender, growing their collections and customer account management team. Working in a fast paced and dynamic environment, there is a great opportunity for candidates with some initial collections experience under their belt to continue to progress and develop their career in a specialist lender.
Role Objectives:
- Engage with customers who have failed to make payments on their mortgage, in line with the Collections & Arrears Management Policy
- Negotiate payments for overdue accounts ensuring that the customer's best interests are met and that payment arrangements are within the customers' ability to pay
- Meet / exceed performance targets as amended from time to time
Key responsibilities:
- Communication and engagement with customers whose accounts have become or are overdue using the appropriate communication tools
- Manage the customer journey through the collections process to maximise accounts that return to a performing status, applying the appropriate forbearance options where applicable, and minimise those where litigation action is the only option
- Utilise tools such as income and expenditure forms in order to ascertain the customers' ability to repay where necessary and appropriate
- Identification and management of vulnerable customers in line with company policy
- Comply with all regulatory requirements, and company policies, when managing overdue accounts, paying specific regard to treating customers fairly
Key Skills:
- Excellent communication skills both verbally and in writing
- Strong negotiation skills
- Attention to detail
- Ability to work in a team and under pressure with some flexibility in working hours
- Being able to work with more challenging customers in a calm and supportive manner
- Ability to use Microsoft Word, Excel and Outlook
Based in London, this is a full time permanent position.