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- Tasks: Engage with customers in mortgage arrears and conduct affordability assessments.
- Company: Join Deloitte Operations, a leader in financial services.
- Benefits: Enjoy remote work flexibility and competitive pay rates.
- Why this job: Make a real impact by supporting vulnerable customers with empathy.
- Qualifications: Experience in mortgage collections and strong communication skills required.
- Other info: Contract runs until the end of 2025, with potential for extension.
The predicted salary is between 36000 - 60000 £ per year.
This is a remote position.
Location: United Kingdom, Remote
Contract Length: Till the end of 2025, extension into 2026
Competitive Day rate via Rockford Payroll
Role Overview:
We are seeking experienced and skilled collections agents to join Deloitte Operations and support a leading financial services provider.
Key Responsibilities:
- Engage with customers in mortgage arrears via phone, email, and written communication.
- Conduct affordability assessments to determine the most suitable forbearance or repayment solutions (e.g., payment arrangements, payment holidays, interest-only options).
- Identify and support vulnerable customers with empathy and professionalism.
- Ensure all interactions comply with FCA guidelines, internal policies, with a focus on Treating Customers Fairly (TCF).
- Accurately update customer records, systems, and case notes.
- Liaise with internal teams (e.g., risk, legal, compliance) for complex or escalated cases.
- Stay up to date with regulatory and policy changes affecting mortgage collections and forbearance.
Key Skills & Experience:
- Previous experience in mortgage collections or arrears management.
- Strong understanding of forbearance options, affordability assessment, and vulnerability support.
- Excellent verbal and written communication skills.
- Ability to work under pressure, manage case volumes, and handle sensitive situations with empathy and discretion.
Collections Agent (Mortgage Focussed) employer: Deloitte - Recruitment
Contact Detail:
Deloitte - Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Collections Agent (Mortgage Focussed)
✨Tip Number 1
Familiarise yourself with the latest FCA guidelines and regulations related to mortgage collections. This knowledge will not only help you in interviews but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Practice your communication skills, especially in handling sensitive situations. Role-playing scenarios with a friend or family member can help you articulate your approach to empathy and professionalism when dealing with vulnerable customers.
✨Tip Number 3
Network with professionals in the mortgage collections field through platforms like LinkedIn. Engaging with industry groups can provide insights into best practices and may even lead to referrals for job opportunities.
✨Tip Number 4
Stay updated on current trends in mortgage forbearance options and affordability assessments. Being knowledgeable about these topics will set you apart during discussions with potential employers and show your proactive approach to the role.
We think you need these skills to ace Collections Agent (Mortgage Focussed)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in mortgage collections or arrears management. Use specific examples to demonstrate your understanding of forbearance options and affordability assessments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your communication skills and empathy. Mention how your previous experiences align with the responsibilities of the Collections Agent role, particularly in supporting vulnerable customers.
Highlight Compliance Knowledge: Emphasise your understanding of FCA guidelines and Treating Customers Fairly (TCF) principles. This will show that you are aware of the regulatory environment and can operate within it effectively.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for this role.
How to prepare for a job interview at Deloitte - Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of mortgage collections and forbearance options. Understanding the key concepts will help you answer questions confidently and demonstrate your expertise.
✨Show Empathy
Since the role involves dealing with vulnerable customers, be prepared to discuss how you would handle sensitive situations. Share examples from your past experiences where you showed empathy and professionalism.
✨Familiarise Yourself with FCA Guidelines
Understanding the Financial Conduct Authority (FCA) guidelines is crucial for this role. Be ready to explain how you would ensure compliance in your interactions with customers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage case volumes under pressure. Think of specific examples where you successfully navigated challenging situations in previous roles.
