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- Tasks: Join us as a Collections Specialist, helping customers navigate mortgage challenges.
- Company: Pepper Advantage is a leading loan servicing company in the UK with a dynamic team.
- Benefits: Enjoy a competitive salary, hybrid work, private medical insurance, and generous holiday allowance.
- Why this job: Make a real impact by supporting customers while developing your skills in a thriving environment.
- Qualifications: Recent collections experience and excellent customer service skills are essential.
- Other info: This role offers a blend of office and remote work after training.
The predicted salary is between 19800 - 46200 £ per year.
Are you a skilled Collections Specialist looking to rise to a new challenge? Pepper Advantage is one of the leading loan servicing companies in the UK, and we are currently recruiting for Collections Specialists to join our dynamic and growing team in Uxbridge, London. We are looking for candidates with outstanding customer service skills to deal with the servicing of mortgages throughout the complete cycle, delivering workout solutions to customers experiencing payment difficulties, and managing the delivery of the litigation process via liaison with the appointed solicitors. This is a hybrid role, with the expectation of 3 days per week office attendance following a 3 - 4 month period of office based training.
As a Collections Specialist, your key responsibilities will include:
- Delivering accurate and timely processing of mortgage administration activities
- Regular communication with customers who are experiencing payment difficulties
- Discussing and negotiating arrears workout options, e.g. arrangements, capitalisation, loan workouts, shortfall sales, etc.
- Monitoring agreed workout strategies to ensure they are complied with, and taking further action in accordance with the Special Servicing Manual where appropriate
- Analysing problems, thinking creatively, and making effective decisions in an appropriate timescale
Essential Skills:
- Recent experience in a Collections role
- Experience in dealing with customers experiencing financial difficulties
- Prior exposure to operational loans, preferably in a mortgage context
- The ability to offer outstanding customer service
- The ability to effectively relate to the customer and communicate pertinent information in a cohesive and relevant manner
- Experience within the Financial Services Industry
- Excellent organisation skills
- Strong English verbal and written communication skills
- Great attention to detail
- An understanding of Consumer Duty
- A good understanding of regulatory requirements and the impact these have on the business
Benefits:
- Benchmarked salary of £33,000 per annum
- Hybrid working, following a period of office based training
- Private medical insurance
- Salary Sacrifice Pension matched up to 8%
- 25 days holiday per year + bank holidays
- EAP
- Enhanced maternity and paternity
- Wellbeing and Volunteering days
- Eye care contribution
- Life Assurance
About Pepper Advantage: The UK arm of Pepper Advantage was established in 2013, and today we’re one of the most successful and dynamic loan-servicing businesses throughout the four home nations. With offices in London and the North of England, Pepper Advantage UK employs over 360 people and has approximately US$25 billion in assets under management. Key sectors include commercial and residential mortgages, including prime, near-prime and non-conforming, and SME loans.
Collections Specialist employer: Pepper Advantage
Contact Detail:
Pepper Advantage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Specialist
✨Tip Number 1
Familiarise yourself with the mortgage servicing process and the specific challenges customers face when experiencing payment difficulties. This knowledge will help you engage in meaningful conversations during interviews and demonstrate your understanding of the role.
✨Tip Number 2
Highlight your customer service experience by preparing examples of how you've successfully resolved issues for clients in the past. Be ready to discuss specific situations where you negotiated solutions or provided support to customers in financial distress.
✨Tip Number 3
Research Pepper Advantage and their approach to collections and customer service. Understanding their values and mission will allow you to tailor your responses in interviews, showing that you're genuinely interested in being part of their team.
✨Tip Number 4
Prepare to discuss regulatory requirements and Consumer Duty in the context of collections. Being knowledgeable about these topics will demonstrate your commitment to compliance and your ability to navigate the complexities of the financial services industry.
We think you need these skills to ace Collections Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your recent experience in a Collections role, particularly focusing on your customer service skills and any relevant mortgage servicing experience. Use keywords from the job description to align your skills with what Pepper Advantage is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific examples of how you've dealt with customers experiencing financial difficulties and how you’ve successfully negotiated workout options in the past.
Highlight Relevant Skills: In your application, emphasise your organisational skills, attention to detail, and strong communication abilities. Make sure to mention your understanding of Consumer Duty and regulatory requirements, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential traits for a Collections Specialist.
How to prepare for a job interview at Pepper Advantage
✨Showcase Your Customer Service Skills
As a Collections Specialist, you'll need to demonstrate outstanding customer service abilities. Prepare examples from your past experiences where you successfully assisted customers facing financial difficulties, highlighting your empathy and problem-solving skills.
✨Understand the Mortgage Process
Familiarise yourself with the mortgage servicing cycle and the various workout solutions available for customers. Being able to discuss these options confidently during the interview will show that you have the relevant knowledge and are ready to tackle the challenges of the role.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific situations related to collections and customer interactions. Think through potential scenarios, such as negotiating payment arrangements or dealing with non-compliance, and prepare structured responses that showcase your analytical and decision-making skills.
✨Demonstrate Attention to Detail
In this role, attention to detail is crucial. Be prepared to discuss how you ensure accuracy in your work, especially when processing mortgage administration activities. You might want to share examples of how you've caught errors or improved processes in previous roles.
