Credit Management Adviser in Skipton

Hours: 35 hours per week, working shifts based on the department opening hours of 8am-6pm Mon-Thurs, 8.30-5.30 Friday and Saturday 9am-12pm on rotation (once a month).

This role requires a minimum of 3 days per week to be worked from Head Office dependent on competence and business requirements.

Salary: £30,000 Per Annum (range £30,000-£33,400 PA dependent on skills and experience). You will be required to work full-time onsite for the first 2 months of training.

What You'll Do

• Handling both inbound and outbound calls with a wide range of customers who may be struggling to make payments, and identifying customers with vulnerabilities so we can provide the right support.
• Taking individual customers’ circumstances into account to assess affordability and offer appropriate solutions, including referrals to outside support agencies.
• Accurately and promptly processing mortgage arrears administration, including taking payments and managing direct debit arrangements.
• Managing the delivery of the litigation and repossession action through the courts, ensuring all actions are appropriate, and liaising with Solicitors when required.
• Communicating with empathy when discussing customers’ situations, while securing the right outcome for both the customer and the Society.
• As a more experienced adviser, acting as an escalation point for colleagues and being multi-skilled across all mortgage types, dealing with complex accounts.

You will also manage the entire end-to-end arrears journey, with a full understanding of Litigation, Receivership and Debt Recovery.

• What You'll Need
• Mortgage knowledge is helpful but not essential; experience in a related credit/debt management role will be a strong fit.
• Experience with vulnerable customers and a demonstrated ability to support customers experiencing financial difficulty.

Customer-obsessed, focused on providing a supportive environment where customers are listened to and treated respectfully.

• Proactive and resilient approach to effectively support members in challenging circumstances.
• Ability to work under pressure in fast-paced environments, adapting to and responding to varying customer needs.
• Strong communication and listening skills, able to explain complex information in understandable ways.
• Ability to liaise with different stakeholders across the business and externally.
• Commitment to embody the behaviours framework: brave, accountable, curious and collaborative.
• What’s In It For You
• Annual discretionary bonus scheme.
• 25 days standard annual leave plus bank holidays, with an increase of 1 day per year of service up to a maximum of 30 days.
• Matching employer pension contribution (up to 10% per annum).
• Colleague mortgages and access to Skipton products and services at discounted rates.
• Flexible working to help balance commitments.
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, and discounted gym memberships.
• Lifestyle perks such as Home and Tech vouchers usable at John Lewis, Currys, and IKEA.
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