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

Essential
Collections experience within the Mortgage industry
Collections experience in a regulated industry
Experience of the whole collections journey - from early arrears to late arrears collecting
Exceptional Customer Service and communication skills, with a commitment to minimising customer effort
An excellent understanding of what a good customer outcomes looks like
An empathetic approach to customers through active listening and effective questioning
Excellent attention to detail
Ability to work under pressure

We're Together. For over 50 years, we've helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can't or won't. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

Benefits of working at Together
26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
Free access to company holiday homes
Buy & sell holidays
Discretionary annual bonus plus an additional Shared Reward Bonus
Matched pension contribution
Health cash plan plus Private medical insurance
Life assurance and Critical illness cover
Travel season ticket loans and Ride to work scheme
Free local gym access
Local bar / restaurant discounts