Mortgage Forbearance Specialist (FTC)

At Target Group, we are about making a real impact in the Financial Services and Technology sectors. We thrive on innovation and the ability to adapt, and we currently have a unique opportunity within our Operations Team for a Mortgage Forbearance Specialist who shares our passion for progress.

The successful candidate will manage mortgage accounts in arrears and deliver tailored, compliant forbearance solutions across first charge, second charge, and buy-to-let portfolios. The role ensures fair customer outcomes while mitigating financial and reputational risk, in line with FCA regulations and internal policies.

Please note, this is an initial FTC until the end of 2025, with potential to go permanent in the New Year. The successful candidate will be required to be in our Cardiff office at least 3 times per week.

What does the role of Mortgage Forbearance Specialist look like day to day?

• Manage a portfolio of mortgage accounts in arrears, assessing affordability and execution of appropriate forbearance provision.
• Conduct effective and empathetic conversations with customers, including those identified as vulnerable, to gather relevant financial information.
• Apply FCA regulatory frameworks and internal policies to all casework.
• Monitor and review forbearance arrangements to ensure ongoing suitability and compliance.
• Collaborate with internal teams and external stakeholders (debt advisors, solicitors) to resolve complex cases.
• Prepare documentation for litigation proceedings where necessary and support the legal process through to resolution.
• Maintain accurate, auditable records of all customer interactions and decisions.
• Contribute to continuous improvement initiatives in arrears and forbearance processes.

What experience are we looking for?

• Minimum 5 years’ experience in mortgage arrears management, with at least 3 years in a forbearance or specialist role.
• Experience across first charge, second charge, and/or buy-to-let mortgage products.
• Strong working knowledge of FCA regulations, including MCOB, CONC, and vulnerability guidance.
• Demonstrable experience in handling complex arrears and vulnerable customer cases.
• Proficient in using mortgage servicing platforms and Microsoft Office tools.
• Litigation experience in mortgage enforcement or repossession processes (desirable).
• CeMAP or equivalent mortgage qualification (desirable).
• Extensive experience working in a regulated financial services environment (desirable).

The successful candidate will ideally be:

• An analytical thinker, with the ability to assess financial data, identify trends, and determine appropriate forbearance strategies.
• Confident in making sound, timely decisions that balance customer needs with business risk.
• A clear, concise, and professional communicator (both written and verbal), tailored to a range of audiences.
• Resilient and empathetic; capable of managing sensitive conversations with professionalism and emotional control.
• Aware of regulatory obligations and able to apply them consistently in case handling.
• Able to work efficiently with internal and external stakeholders to achieve positive outcomes.
• Attentive to detail; maintaining accurate records and ensuring all actions are fully documented and compliant.
• Able to manage a high-volume caseload efficiently while meeting deadlines and service level agreements.

A competitive salary of up to £36,000 per annum, depending on experience.

An attractive commission scheme when achieving sales targets and new revenue growth.

30 days holiday PLUS bank holidays (That’s right! 30 days from Day 1).

At least two days per year to give back to our community through our volunteering initiative.

Defined Pension Contribution Scheme (Employer matched up to 6%) with the option to contribute via Salary Exchange (Salary Sacrifice).

Employee Discount Scheme, access to discounts and offers across 100s of leading retailers.

Company Paid Private Medical Insurance (benefit in kind).

Group Life Assurance (4x Annual Salary).

Group Income Protection.

Annual Pay Review.

Discretionary Annual Bonus Scheme.

Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program.

Free Flu Vaccinations, Eye Tests and employer contribution towards glasses.

Recognition Scheme.

Free Mortgage Advice and Support.

Funeral Concierge and Bereavement Services.

24/7 access to a GP.

Discounted health club memberships.

Salary Sacrifice Technology Buying Scheme.

Access to Wisdom, total wellbeing solution.

We wholeheartedly believe in fostering a diverse and inclusive culture by actively implementing our D&I strategy, building strong community ties, and empowering our people and leaders.

Join us and shape your future!