At a Glance
- Tasks: Manage mortgage accounts and deliver exceptional customer service in a supportive team.
- Company: Join Intrum, Europe's leading credit management services provider with a diverse culture.
- Benefits: Enjoy competitive salary, 33 days holiday, private medical insurance, and gym discounts.
- Other info: Hybrid work model after training, with a focus on work-life balance.
- Why this job: Make a real difference while developing your career in a dynamic environment.
- Qualifications: Experience in collections is essential; mortgage knowledge is a plus but not required.
The predicted salary is between 27000 - 33000 £ per year.
At Intrum, you will grow by making a difference in a highly international environment and in a supportive culture where effort counts. Are you passionate about delivering exceptional customer service and ensuring operational excellence? At Intrum Mortgages, we're looking for Secured Account Managers to take ownership of our mortgage loan portfolios and drive best-in-class servicing standards.
In this pivotal role, you'll be responsible for the day-to-day management of mortgage accounts, ensuring accuracy, compliance, and a seamless customer experience. You'll collaborate across teams to uphold regulatory standards and deliver tailored solutions that meet our clients' needs.
What you will do:
- Manage a portfolio of mortgage accounts, ensuring timely processing of payments and accurate maintenance of account records.
- Act as the main point of contact for customers within your case portfolio, delivering clear, empathetic, and effective support.
- Monitor loan performance and proactively address arrears, defaults, and explore appropriate loss mitigation strategies.
- Ensure full compliance with all relevant regulatory and legal obligations, maintaining the highest standards of governance.
- Collaborate with internal teams to resolve issues, improve processes, and enhance the overall customer experience.
- Prepare and review reports on loan status, servicing performance, and customer satisfaction to support informed decision-making.
- Identify opportunities for process improvement and contribute to the development of system enhancements that drive efficiency and service excellence.
- Devote yourself to the FCA principle of Consumer Duty by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers.
What we're looking for:
- Motivated and detail-driven professionals who will bring both expertise and a collaborative mindset to the team.
- Experience within the collections industry is essential, regardless of product type (e.g. credit cards, loans, mortgages, or other lending products).
- Experience of mortgage arrears, collections, and litigation processes would be advantageous; however, this is not essential as full training will be provided.
- Strong analytical skills with the ability to solve complex problems creatively and make sound decisions under pressure.
- Highly organised and detail-oriented, ensuring accuracy and experience in managing own allocated caseloads.
- Collaborative team player who actively shares knowledge and best practices to drive collective success.
- Passionate about enhancing customer experience and supporting commercial objectives, with a proactive approach to continuous improvement and innovation.
What we can offer you:
- A competitive salary and attractive benefits package including 33 days holidays including bank holidays upon commencement, with the ability to buy more or sell back.
- You can participate in gadget schemes.
- Contributory workplace pension scheme.
- An extra day to celebrate your birthday.
- Training and coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
- Access to private medical insurance, life assurance, and more.
- Discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme.
- Sociable working hours and breakfast/snacks provided in the office.
Our office working hours to support our customers are Monday-Friday, between the hours of 8am-5.30pm. You will cover a range of shifts working 40 hours per week. We provide full training at our offices in Glasgow but we also believe in a good work/life balance, so we offer a fantastic hybrid work pattern where you can work a mixture of home and office.
About Intrum: Enabling financial health for people, businesses, and society. Intrum is Europe's leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability. With a strong presence across 20 markets, we combine local expertise with global reach to drive sustainable financial solutions.
We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority.
Legal and Background Checks: We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening.
Customer Support Representative - Mortgages employer: Intrum Justitia
At Intrum, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture that values ethics, dedication, solutions, and empathy. Our Glasgow office provides a fantastic hybrid working model, competitive salary, and numerous employee benefits, including structured training and personal development opportunities, making it an ideal place for those looking to make a meaningful impact in customer support. Join us to be part of a team that not only prioritises your growth but also fosters a sense of community and purpose in helping others achieve financial stability.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Representative - Mortgages
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intrum Justitia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Intrum Justitia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Representative - Mortgages
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Intrum Justitia:Your cover letter is your chance to shine! Tell us why you want to work at Intrum Justitia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Intrum Justitia!
How to prepare for a job interview at Intrum Justitia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
