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For Companies At a Glance
- Tasks: Support customers struggling with mortgage payments and find suitable repayment solutions.
- Company: Join Pepper Money, a leading specialist mortgage lender with a people-first culture.
- Benefits: Enjoy competitive salaries, hybrid working, medical insurance, and career development opportunities.
- Why this job: Make a real difference in people's lives while growing your career in a dynamic environment.
- Qualifications: Experience in mortgage or loan arrears with strong communication and empathy skills.
- Other info: Be part of an inclusive team committed to diversity and personal growth.
The predicted salary is between 30000 - 40000 £ per year.
Working in our fast paced, successful Arrears team in our Cardiff/Manchester offices there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans. We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors. Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.
What you will be doing
- You’ll support customers who are struggling with mortgage payments by speaking with them to understand their financial situation, agreeing suitable repayment or forbearance solutions, and identifying any vulnerable circumstances requiring extra care.
- You’ll manage arrears‑related calls and correspondence, work accurately within regulatory and company guidelines, and contribute to delivering fair, positive outcomes for all customers.
Key Responsibilities
- Speak with customers to understand financial difficulties and agree suitable repayment or forbearance solutions.
- Handle arrears‑related calls and correspondence professionally.
- Identify and support vulnerable customers with appropriate care.
- Follow FCA guidelines, Consumer Duty, and internal procedures.
- Keep processes accurate, meet deadlines, and stay updated on regulatory changes.
- Record and mitigate risks and support wider team activities as needed.
What we are looking for
We are looking for someone with experience in mortgage or loan arrears who can confidently engage with customers in financial difficulty, communicate clearly, and agree appropriate repayment or forbearance solutions. They should demonstrate empathy, resilience, strong organisation and communication skills, and be able to support vulnerable customers appropriately while working accurately under pressure. A solid understanding of regulatory requirements and commitment to delivering fair customer outcomes is essential.
Some of the benefits we provide are:
- Competitive salaries and bonus schemes
- Hybrid home/office working arrangements
- Regular training and opportunities to learn and grow
- Holiday leave plus bank holidays
- Medical insurance cover
- Life insurance
- Health and wellbeing support
In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then we’d love to hear from you.
We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.
Mortgage Arrears Executive in Cardiff employer: Pepper Money UK
Contact Detail:
Pepper Money UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Arrears Executive in Cardiff
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Pepper Money. Understand their values and how they help customers succeed. This will not only impress them but also help you tailor your answers to show you're a great fit.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your empathy and communication skills, especially when discussing sensitive topics like financial difficulties.
✨Tip Number 3
Show your passion for helping others! During the interview, share specific examples of how you've supported customers in the past. Highlight your ability to find suitable repayment solutions and how you’ve handled vulnerable situations with care.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Mortgage Arrears Executive in Cardiff
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Mortgage Arrears Executive role. Highlight your experience in mortgage or loan arrears and any relevant skills that match what we’re looking for. This shows us you understand the job and are genuinely interested!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping customers in financial difficulty and how your skills align with our mission at Pepper Money. Keep it concise but impactful!
Showcase Your Communication Skills: Since this role involves engaging with customers, make sure your written application reflects your communication skills. Use clear and professional language, and don’t forget to demonstrate empathy and understanding in your examples.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s straightforward and ensures your application goes directly to us. Plus, you can explore more about our values and culture while you’re there!
How to prepare for a job interview at Pepper Money UK
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of mortgage arrears and the regulatory environment. Familiarise yourself with FCA guidelines and how they apply to customer interactions. This will show that you're not just interested in the role but also understand the industry.
✨Empathy is Key
Since you'll be dealing with customers in financial difficulty, practice demonstrating empathy during your interview. Think of examples from your past experiences where you've successfully supported vulnerable customers. This will highlight your ability to connect with clients and provide the care they need.
✨Showcase Your Communication Skills
Prepare to discuss how you communicate clearly and effectively, especially under pressure. You might be asked to role-play a scenario where you handle an arrears-related call. Practising this can help you articulate your thought process and demonstrate your problem-solving skills.
✨Be Ready for Situational Questions
Expect questions that assess your ability to manage stress and meet deadlines. Think of specific situations where you had to juggle multiple tasks or deal with challenging customers. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep them concise.