At a Glance
- Tasks: Manage mortgage accounts in arrears and help customers find solutions.
- Company: Leading mortgage provider with a focus on customer care.
- Benefits: Competitive salary, supportive team environment, and career development opportunities.
- Other info: Join a dynamic team where your contributions truly matter.
- Why this job: Make a real difference by helping customers navigate financial challenges.
- Qualifications: Customer service experience and strong communication skills required.
Apply below after reading through all the details and supporting information regarding this job opportunity.
Ipswich 37.5hours a week
£26,000pa
Pure are pleased to be supporting a leading mortgage provider with the recruitment of a Arrears Officer.
Your role as an Arrears Officer is to proactively manage residential mortgage accounts that are either in arrears or have the potential to fall into arrears in the near future by ensuring collection activities are carried out in accordance with regulations. On a day to day basis you will communicate with customers primarily by receiving incoming and making outgoing calls to understand circumstances, deal with payment related queries and discuss options to find the best outcome for the customer. You will analyse customer documentation including bank statements and income and expenditure forms to ascertain potential solutions for the customer and respond appropriately. Treating customers fairly is at the forefront of all customer contact and regular assessment and monitoring is completed to ensure the customer is treated in line with these principles and that any arrangement plans that are set up are appropriate and affordable.
Key Responsibilities:
Understand the terms and conditions of a customer’s loan so that they can be clearly
explained to, and met by, the customer.
Review and process requests for information accurately and within service level
Receive and resolve standard loan enquiries from customers and their advisors.
Ensure information relating to customers and their loans is current and accurate process
any amendments to customer’s accounts accurately and in accordance with procedures and regulatory requirements
Ensure that customers are correctly informed of payments due and that the collection of the required payment is made accurately and in accordance with BACS rules.
Taking inbound and making outbound calls from customers in arrears
Manage any arrears and associated risks with borrowers to re-establish the loan to a performing basis, including taking inbound and making outbound calls from customers in arrears, analysis of customer information to understand what the best outcome is for their circumstances, drafting referrals to Team Leaders, Managers or Clients in accordance with mandate levels.
Ensure the correct processes are being followed for all work undertaken, highlighting any suggested improvements or additions to your line manager.
Liaise professionally with clients, third parties and other areas of the business.Strategic Focus
Identify and recommend enhancements to processes, procedures and systems and ensure the Servicing Manager, Team Leader are engaged to oversee the change required.
Assist with projects as defined by the Team Leader by meeting agreed deadlines and achieving specific objectives.
Governance & Risk
Meet all quality, productivity and performance related targets.
Assist in working daily/weekly/monthly reports and ensure any required action is completed within the required timescales.
Key Skills:
A fundamental desire to do the right things, in the right way and for the right reasons.
Ability to organise workload to meet deadlines and regulatory requirements.
Strong mathematical skills
Excellent communicator at all levels - both verbal and written.
High attention to detail - recording of information must be accurate, factual and professional.
Ability to work as an effective team member – be co-operative, support others and deliver what you promise.
Ability to proactively manage own work load.
A desire to learn and take on new systems and concepts quickly.
Empathetic manner - be able to confidently deal with difficult conversations whilst showing empathy and dealing sensitively, but appropriately.
A can-do attitude with a desire to identify and deliver effective solutions for customers and all clients and stakeholders, both internal and external.
Competent using Microsoft Office packages.
Experience within the mortgage/lending industry.
Customer service experience
Arrears Officer in Ipswich employer: Pure Resourcing Solutions Limited
As a leading mortgage provider based in Ipswich, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee well-being and professional growth. Our Arrears Officers benefit from comprehensive training, competitive salaries, and the opportunity to make a meaningful impact on customers' lives while working in a dynamic team environment. Join us to be part of a company that values integrity, collaboration, and continuous improvement.
Contact Details:
Pure Resourcing Solutions Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Arrears Officer in Ipswich
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We think you need these skills to ace Arrears Officer in Ipswich
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