Mortgage Accounts & Arrears Administrator Tlnt1_Ni

About The Role

We are a leading home-grown organisation with a proud reputation for customer service excellence, looking for a Mortgage Accounts & Arrears Team member. The role involves providing customer support, managing mortgage accounts, setting up payments, and offering solutions for customers facing financial pressure.

Responsibilities

• Deal with borrowers and savers regarding their accounts, providing efficient and friendly support.
• Offer information and guidance to borrowers in arrears or facing difficulties.
• Collaborate with Society branches and teams on mortgage and savings processes and queries.
• Set up payment arrangements and update account details.
• Assess customer circumstances to deliver favourable member outcomes.
• Document and communicate effectively with members.
• Respond to mortgage intermediary and solicitor queries.
• Assist with mortgage and savings reporting requirements.
• Administer new products and ensure compliance with regulatory standards, policies, and guidelines.
• Achieve minimum KPI requirements and targets.
• Deliver outstanding service in every interaction, listening carefully, communicating clearly, and resolving queries efficiently.
• Build trusted relationships and work collaboratively with members, intermediaries, solicitors, and third parties for a smooth experience.
• Provide clear, accurate product information and help customers understand their options.
• Take ownership to find the right solution, follow through, and keep parties informed until resolution.
• Continuously develop product and service knowledge to handle complex queries and deliver right‑first‑time outcomes.

Required Criteria

• 6 GCSE passes (or equivalent) at Grade C or above, including English and Mathematics.
• 2 years of customer service experience.
• Strong MS Office and IT skills.
• Positive attitude with a passion for customer service.
• Ability to use initiative, work under pressure, manage workload, and meet deadlines.

Desirable Criteria

• Previous experience working in a financial environment.
• Telephony experience.

What's on Offer

• Competitive salary.
• Hybrid working model.
• Annual KPI bonus scheme.
• Excellent pension with up to 20% employer contribution.
• Life Assurance Scheme.
• Group Income Protection.
• Health cash plan for dental, optical, and other costs.
• Generous holidays – 25 days plus up to 12 bank holidays.
• Holiday purchase scheme.
• Opportunity to gain great exposure in a supportive environment.
• Excellent training and volunteering opportunities.

Key Working Hours

Monday to Friday, 9:00 am to 5:00 pm. Occasional overtime after 5:00 pm and on Saturdays may be required.