Collections & Recoveries Specialist

The Collections & Recoveries Specialist is responsible for ensuring mortgage customers receive fair outcomes, in line with agreed processes, company policies and industry regulation. The main responsibilities of the role are to ensure BGFL has effective oversight of collections and recoveries activities carried out by our 3rd party servicer and to deal with any requests which are outside of their mandate, as required.
Key Responsibilities

• Complete servicing operational oversight activities, across a range of processes


• Complete reports detailing oversight and servicing performance, accurately and on time.


• Handle queries and referrals from colleagues, third parties, customers and 3rd parties, with a strong focus on achieving the right outcome for the customer.


• Contribute to projects and change activity as required, acting as SME for all Collections & Recoveries related workstreams.


• Oversee the resolution of servicing issues.
  
  A strong arrears background with a proven track record in a customer facing role.


• Extensive knowledge of the arrears cycle, litigation and possessions processes and regulatory compliance for both residential and buy-to-let mortgages.


• Experience in quality checking / quality assurance / formal oversight reviews.


• Experience in dealing with referrals for decisions within the mortgage arrears cycle, with a focus on customer outcomes and experience, working in line with TCF principles and lender policies.


• Experience of supporting vulnerable customers to achieve fair outcomes for them, tailored to their individual circumstances.


• The confidence to contribute ideas, challenge, and drive improvements to achieve better customer outcomes.


• Good Excel and PowerPoint skills.


• Excellent verbal, numerical and written communication skills.
  
  We offer a comprehensive benefits package to support our employees' professional and personal needs. Further details can be provided upon application.