Mortgage Collections Specialist in Brierley Hill

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. Whoever you are, you'll be welcomed here and encouraged to thrive.