At a Glance
- Tasks: Engage with customers to provide support and solutions for mortgage arrears over the phone.
- Company: Lightfoots has been a leader in lender services for over 40 years, committed to positive customer outcomes.
- Benefits: Enjoy competitive salary, enhanced holiday, private health insurance, and flexible working options.
- Other info: We celebrate diversity and offer a supportive workplace for all, including those with disabilities.
- Why this job: Join a supportive team focused on empathy and collaboration, making a real difference in people's lives.
- Qualifications: Strong communication skills, experience with vulnerable customers, and knowledge of financial regulations required.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Lightfoots were established over 170 years ago and have been market leaders in lender services for over 40 years. We are now expanding our award winning end-to-end legal services for lenders by creating a new ‘Customer Solutions Team (CST) providing a mortgage arrears management service to our lender clients.?
CST take a ‘physiotherapy’ approach to dealing with customers in mortgage arrears, living our culture of candour, kindness and approachability driving customer engagement and collaboration. We are committed to delivering positive outcomes in challenging circumstances, focussing on rehabilitating accounts, avoiding the cost and stress of litigation whenever possible. ?
Our Arrears Specialists will engage with customers of a major retail bank, primarily over the telephone. This role is key to ensuring customers receive understanding, empathy, and a professional approach with the aim of reaching good outcomes whilst preserving the reputation our company has worked so hard within the community to achieve.
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Key Responsibilities
- Conduct inbound and outbound calls professionally with empathy and sensitivity aiming for good customer outcomes through fair treatment.
- Gain a thorough understanding of customers’ financial and wider circumstances to establish reasons for arrears, collect income / expenditure information and affordability data.
- Identify and agree appropriate solutions, communicating clearly in plain, jargon free terms to ensure understanding.
- Recognise signs of vulnerability and financial difficulty, provide tailored treatment whilst identifying opportunities for signposting to appropriate, specialist external support.
- Recognise and identify customer dissatisfaction or complaints and handle or escalate appropriately. Report incidents with potential customer impact to management.
- Adhere to process, policy and regulations whilst applying the of the spirit of FCA guidance.
- Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes.
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What We’re Looking For
- Exceptional telephone and written communication skills with proficiency in the Microsoft applications suite.
- A Positive and enthusiastic mind-set with a passion for delivering exceptional service in a challenging environment reflecting the essence of Consumer Duty through empathy.
- Experience of identifying vulnerability and dealing appropriately with customers experiencing financial difficulty, temporary or longer term vulnerabilities.
- Demonstrable skills in reasoning, negotiation, questioning, and active listening to conduct effective discussions around income and expenditure and agree solutions.
- A shared sense of team spirit, embracing a healthy blend of office and home working to help maintain an effective environment of collaborative and independent working.
- Good knowledge of lending products, and Arrears Management, preferably within the mortgage sector.
- Demonstrable knowledge and experience of working within relevant UK Financial and Legal Regulations.
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Why work for Lightfoots Solicitors?
Our staff are our greatest asset, and we work hard to provide a culture where you can thrive and enjoy a fantastic career. Our benefits package has been built around what our people value the most;
Money Matters
- Competitive industry salary - with annual salary reviews & bonus scheme
- Enhanced pension contributions - with qualifying service
- Discounted legal fees - discounted conveyancing & wills for you and your family
- Personal financial advice - helping you achieve your financial goals
- Discounts - from a wide range of retailers
- Employee Referral Scheme - up to £1000 bonus
?Mind, Body & Soul Matters
- Enhanced holiday allowance - which increases with service
- Private Health Insurance - with Bupa (with qualifying service)
- Healthcare Cash Plan - money back for everyday health expenses, for you and your dependents, such as optical & dental
- 24/7 Virtual GP Access - help & support available for when you need it
- Company Sick Pay - with the option to use this for caring for a dependant
- Free flu jabs- onsite annual flu vaccinations
- Discounted Gym Memberships - as well as discounts for other health related retailers
- Free fruit in all offices - fresh fruit delivered to the office each week
- Employee Assistance Programme - 24/7 access to counselling and support
- Mental health first aiders - we have nine qualified Mental Health First Aiders across the firm providing confidential support
- Wellbeing events - held throughout the year, from stress resilience workshops to wellbeing breakfasts and lunchtime walks
- Paid volunteer days - to volunteer for a charity of your choice
- Events - firm organised events throughout the year including quarterly socials, breakfast briefings, book club , Christmas party & lots more.
- Committees - Social ,Charity, Wellbeing and ESG committees.
Family Matters
- Enhanced family leave - enhanced pay for Maternity, Adoption, Paternity & Shared Parental leave
- Flexible working - our Flexible working policy helps with your work life balance
- Flexible sickness entitlement - the option to use your own sickness entitlement if a dependent is unwell and needs care
- Healthcare Cash Plan - money back for everyday health expenses, for you and your dependents
Career Matters
- Learning & Development - access to hundreds of webinars and training courses
- Paid study leave - with sponsored training opportunities
- Long Service Awards - we celebrate & reward our long standing colleagues
- Lightfoots Core Values Award - Rewarding colleagues who have demonstrated our core values
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Apply
If you think this role is perfect for you (or nearly perfect, we would still like to hear from you) please apply.
As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview please do let us know.
?Recruitment decisions are made on fair and objective criteria.
Arrears Specialist in Thame employer: Lightfoots
Lightfoots Solicitors is an exceptional employer that prioritises the well-being and development of its staff, offering a supportive work culture that blends office and home working. With a comprehensive benefits package including competitive salaries, enhanced holiday allowances, and extensive health support, employees are encouraged to thrive both personally and professionally. The company fosters a collaborative environment where team spirit is celebrated, and opportunities for career growth through training and development are abundant, making it an ideal place for those seeking meaningful and rewarding employment in the mortgage sector.
StudySmarter Expert Advice🤫
We think this is how you could land Arrears Specialist in Thame
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Lightfoots. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Arrears Specialist in Thame
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Lightfoots.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Lightfoots's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Lightfoots
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Lightfoots.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Lightfoots will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Lightfoots employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
