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- Tasks: Support customers with mortgage arrears through calls and professional guidance.
- Company: Join a growing firm expanding its litigation support division with a major retail bank.
- Benefits: Enjoy 23 days holiday, health plans, volunteering days, and enhanced parental leave.
- Why this job: Be part of a dynamic team shaping the future of mortgage support in a compassionate environment.
- Qualifications: Experience in mortgage arrears or servicing, strong communication skills, and proficiency in Microsoft Excel.
- Other info: Work from home two days a week and enjoy ongoing learning opportunities.
The predicted salary is between 28000 - 35000 £ per year.
Location: Oxfordshire 2 days a week WFH
Salary: Up to £35,000 depending on experience
Hours: Monday to Friday 9 am to 5.30 pm
Benefits:
- 23 days holiday plus bank and public holidays
- Simply Health Cash plan
- Employee assistance programme
- Bupa (after qualifying period)
- Free Legal and Conveyance fees
- Volunteering days off
- Enhanced Maternity and Paternity Leave
- Company sick pay
- Ongoing learning and development opportunities
About the position:
Following a new partnership with a major retail bank, the firm is expanding its litigation support division—creating the perfect time to come on board. As a Mortgage Arrears Specialist, you’ll play a key role in delivering compassionate, professional support to customers navigating mortgage arrears. This position is ideal for someone with solid experience in mortgage arrears/litigation/servicing, a good understanding of lending products, and a background in a lender or loan servicer. It’s a fantastic opportunity to be part of a growing team at the start of something new, with real potential to shape its future in a dynamic and supportive workplace.
Responsibilities:
- Handle customer queries and information requests professionally.
- Contact customers regarding overdue balances, payments, and fees.
- Conduct inbound and outbound calls with empathy and professionalism.
- Assess arrears situations, gather financial information, and update affordability data.
- Discuss and agree on suitable repayment arrangements.
- Identify and support vulnerable customers per policy and client requirements.
- Present arrears solutions in line with client requirements.
- Escalate cases for legal action when necessary.
- Report incidents that may impact customers.
- Identify and escalate potential financial crime or money laundering cases.
Experience and skills required:
- Proven experience in Mortgage arrears, litigation or servicing.
- Aware of the legal and regulatory environment in relation to mortgage lending and administration.
- Customer-focused approach, preferably with awareness of Consumer Duty.
- Exceptional telephone skills and strong written and verbal communication skills as well as high levels of integrity.
- Proficient in Microsoft Suite, particularly Excel.
For more information regarding the role please contact us. Stellar Select is acting as an employment agency and is a corporate member of the REC. Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.
Mortgage Arrears Specialist employer: Stellar Select
Contact Detail:
Stellar Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Arrears Specialist
✨Tip Number 1
Familiarise yourself with the latest regulations and guidelines surrounding mortgage lending and arrears. This knowledge will not only boost your confidence during interviews but also demonstrate your commitment to staying informed in a constantly evolving industry.
✨Tip Number 2
Practice your telephone communication skills, as this role heavily relies on effective verbal interactions. Consider role-playing scenarios with a friend or family member to enhance your ability to handle customer queries with empathy and professionalism.
✨Tip Number 3
Network with professionals in the mortgage and financial services sector. Attend relevant events or join online forums to connect with others who can provide insights or even refer you to opportunities within their organisations.
✨Tip Number 4
Prepare for potential interview questions by reflecting on your past experiences in handling mortgage arrears or litigation cases. Be ready to share specific examples that highlight your problem-solving skills and customer-focused approach.
We think you need these skills to ace Mortgage Arrears Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in mortgage arrears, litigation, or servicing. Use specific examples that demonstrate your customer-focused approach and understanding of lending products.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers navigate mortgage arrears. Mention your relevant experience and how it aligns with the responsibilities of the Mortgage Arrears Specialist role.
Highlight Key Skills: In your application, emphasise your exceptional telephone skills and strong written and verbal communication abilities. Mention your proficiency in Microsoft Suite, especially Excel, as this is crucial for the role.
Show Understanding of Regulations: Demonstrate your awareness of the legal and regulatory environment related to mortgage lending in your application. This will show that you are well-prepared for the responsibilities of the position.
How to prepare for a job interview at Stellar Select
✨Show Your Empathy
As a Mortgage Arrears Specialist, you'll be dealing with customers in distressing situations. Make sure to demonstrate your ability to empathise and communicate compassionately during the interview. Share examples from your past experiences where you successfully supported customers through difficult times.
✨Know Your Stuff
Brush up on your knowledge of mortgage arrears, litigation processes, and relevant lending products. Be prepared to discuss how your experience aligns with the responsibilities outlined in the job description. This will show that you're not only qualified but also genuinely interested in the role.
✨Highlight Your Communication Skills
Exceptional communication is key for this role. During the interview, focus on your telephone skills and your ability to convey complex information clearly. You might want to prepare a scenario where you effectively resolved a customer query or complaint, showcasing your strong verbal and written communication abilities.
✨Demonstrate Your Problem-Solving Skills
The role involves assessing financial situations and proposing suitable repayment arrangements. Be ready to discuss how you've approached problem-solving in previous roles. Consider preparing a case study or example where you identified a solution that benefited both the customer and the company.
