Mortgage Collections Specialist
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As one of the fastest-growing building societies in the UK, we combine a proud heritage with bold ambitions for the future. Everything we do is driven by our purpose - Helping People Live Better Lives - whether that's supporting our members through financial challenges, strengthening our communities, or acting with integrity at every step.
Due to an internal promotion, we're looking for a Mortgage Collections Specialist to join our Mortgage Servicing team. This is an opportunity to play a key role in supporting customers through financially difficult situations, delivering the right outcomes with empathy, professionalism and expertise.
You'll be part of a supportive, purpose-driven organisation where your work will have real impact - helping customers stay on track and, where possible, remain in their homes.
We are committed to flexible working and can consider part-time arrangements where needed.
What you'll be doing
- Managing a portfolio of mortgage accounts in arrears, supporting customers to find sustainable solutions
- Contacting customers across telephone, digital and written channels to understand their circumstances and agree appropriate arrangements
- Using strong communication and negotiation skills to build trust and achieve positive outcomes
- Supporting vulnerable customers and those experiencing financial difficulty with care and empathy
- Managing accounts through the full collections lifecycle, including forbearance, litigation and redemption where required
- Ensuring all actions, decisions and communications are accurately recorded and fully compliant with regulatory expectations
- Handling complaints through to resolution in line with policy and providing excellent customer service throughout
- Liaising with third parties such as solicitors, field agents and external partners when formal action is needed
- Contributing to first-line assurance activities and maintaining high standards of quality and compliance
- Supporting continuous improvement through feedback, process enhancements and testing
What we're looking for
- Experience in a regulated environment, ideally within mortgage collections or financial services
- A strong customer focus, with the ability to understand individual needs and provide tailored solutions
- Excellent communication and interpersonal skills, with the ability to influence and build rapport
- Resilience and the ability to work in a target-driven environment
- Strong attention to detail and ability to maintain accurate records
- Good problem-solving skills and ability to manage a varied workload
- An understanding of mortgage products and collections processes would be beneficial
- CeMAP qualification (or willingness to work towards it) is desirable
Why join us?
This is a fantastic opportunity to build or further your career in mortgage collections within a supportive and values-led organisation. You'll gain exposure to a wide range of cases, develop specialist skills, and make a genuine difference to customers' lives.
If you're motivated, empathetic, and keen to grow your career - we'd love to hear from you.
What you'll get in return
- Competitive salary of up to £27,263 (depending on skills and experience)
- Intelligent working - split your time between home and our Brierley Hill office
- 30 days' holiday + bank holidays + 'Moments that Matter' days
- Up to 8% pension contribution
- Life assurance at 4 salary
- Private medical insurance for you and your family
- Healthcare plan covering everyday essentials such as dental and optical
- Access to salary sacrifice schemes including Cycle to Work and Electric Car
Diversity, Equality & Inclusion
We're building a culture where everyone feels respected, supported and valued. Diversity isn't a tick box for us - it's a strength we actively champion. xiskglj Whoever you are, you'll be welcomed here and encouraged to thrive.
