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- Tasks: Support customers with mortgage arrears and current account debt through effective communication.
- Company: Join a mutual organisation dedicated to improving lives and fostering community.
- Benefits: Up to £27,293 salary, 25 days holiday, hybrid working, and health programmes.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in customer service and understanding of compliance regulations.
- Other info: Enjoy a supportive environment with opportunities for personal and professional growth.
The predicted salary is between 22700 - 27293 £ per year.
Working at the Cumberland you become part of something special. We are a mutual organisation committed to improving the lives of our colleagues, customers and community. Our values are incredibly important to us. We have an exciting opportunity for an Arrears Management Advisor to join our Arrears Management team on a fixed term contract for a period of 12 months. This is a full‑time role but we will also consider candidates wishing to work part‑time around 20 hours per week.
Benefits
- Salary – up to £27,293 per annum depending on skills and experience
- 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days
- Learning and development opportunities to support your personal and professional growth
- Hybrid working – tools and equipment needed to work from home when required
- Health and wellbeing programmes, including mental health & wellbeing champions and cycle‑to‑work scheme
- Community day – an extra paid day off each year to support local charities and community organisations
Main Responsibilities
- Deal sympathetically and positively with customers who have mortgage arrears or current account debt
- Communicate effectively with customers by telephone, e‑mail and letter
- Make proactive outbound customer calls
- Manage arrears and current account cases
- Negotiate repayment plans ensuring they are affordable and sustainable
- Make decisions about individual cases in line with your agreed mandate levels
- Manage a case load efficiently, ensuring that documented procedures are followed and compliance requirements are met
- Ensure that customers’ individual circumstances are considered in all contact so that the customer receives the best possible outcome
- Achieve agreed service levels
- Identify process improvements to reduce costs and/or improve service
- Maintain competence within the training and competence scheme
Qualifications & Experience
- Experience providing excellent telephone‑based customer service
- Understanding of compliance areas (MCOB, CCA and HCC)
- A firm but fair approach to dealing with customers in potential financial difficulty
Core Values
- Customer‑led
- Straight‑forward
- Responsible
- Forward‑thinking
- Better together
Location
This is a hybrid working position where the successful applicant will be required to work from our Head Office in Carlisle as required.
Arrears Management Advisor in Carlisle employer: Cumberland Building Society
Contact Detail:
Cumberland Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Arrears Management Advisor in Carlisle
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Cumberland's values and mission. This will help you connect with the team and show that you're genuinely interested in being part of something special.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers in financial difficulty, role-play some scenarios with a friend. This will help you feel more confident when discussing sensitive topics during the interview.
✨Tip Number 3
Prepare some questions! Think about what you want to know about the Arrears Management team and how they support each other. Asking insightful questions shows you're engaged and ready to contribute to the team.
✨Tip Number 4
Apply through our website! We want to see your application directly, so make sure you submit it there. It’s the best way for us to get to know you and your skills right from the start.
We think you need these skills to ace Arrears Management Advisor in Carlisle
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in providing excellent telephone-based customer service. We want to see how you’ve dealt with customers in the past, especially those facing financial difficulties.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect our core values like being customer-led and responsible. Show us why you’re a great fit for the Arrears Management team.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your skills and experiences shine through without any fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Cumberland Building Society
✨Know Your Stuff
Make sure you understand the key responsibilities of an Arrears Management Advisor. Brush up on compliance areas like MCOB, CCA, and HCC. This will help you answer questions confidently and show that you're serious about the role.
✨Show Empathy
Since you'll be dealing with customers in financial difficulty, it's crucial to demonstrate your ability to handle sensitive situations. Prepare examples from your past experiences where you've successfully managed difficult conversations or helped someone in need.
✨Practice Your Communication Skills
Effective communication is key in this role. Practice how you would explain complex information clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with articulating your thoughts.
✨Align with Their Values
Familiarise yourself with the company's core values: customer-led, straightforward, responsible, forward-thinking, and better together. Think of ways you can illustrate these values through your own experiences during the interview.
