Mortgage Collections Specialist

As a Mortgage Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears. As a Mortgage Collections Specialist, we are looking for someone to:

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
• Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
• Identify and attempt to resolve potential customer complaints
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help