At a Glance
- Tasks: Manage mortgage accounts and deliver exceptional customer service in a supportive environment.
- Company: Join Intrum, Europe's leading credit management services provider.
- Benefits: Enjoy competitive salary, 33 days holiday, private medical insurance, and hybrid work options.
- Other info: Receive comprehensive training and enjoy a vibrant workplace with great team spirit.
- Why this job: Make a real difference while growing your career in a dynamic, inclusive culture.
- Qualifications: Experience in the mortgage industry and strong analytical skills are essential.
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; ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers.
What we're looking for:
- We’re seeking motivated and detail-driven professionals who will bring both expertise and a collaborative mindset to the team.
- Experience within the mortgage industry is essential, with knowledge of mortgage arrears, collections, and litigation processes considered highly advantageous.
- 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.
- Contributory workplace pension scheme.
- 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.
At Intrum, we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply. If you need a change to be made so that you can make your application, you should contact Intrum Talent Acquisition team via recruitmentuk@intrum.co.uk as soon as possible before the closing date to discuss your needs. We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority.
If this role feels like the right fit and you’re ready to take the next step, simply submit your English CV using the “Apply” button. Looking forward to hearing from you!
Secured Account Manager - Mortgage Customer Support in Glasgow employer: Intrum
Intrum is an excellent employer located in Glasgow, offering a dynamic work environment where strategic thinking and data-driven insights are highly valued. With a strong emphasis on employee well-being, you will benefit from 33 holidays, private medical insurance, and a culture that prioritises ethical practices and personal development, ensuring you have ample opportunities for growth and fulfilment in your career.
