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- Tasks: Manage collections of missed mortgage payments and support customers in financial difficulty.
- Company: Join a leading financial institution located just a 5-minute walk from Liverpool Street Station.
- Benefits: Enjoy 25 days holiday, private medical cover, gym discounts, and a generous pension scheme.
- Why this job: Be part of a supportive team that values customer care and offers professional growth opportunities.
- Qualifications: Experience in mortgage arrears and proficiency in Microsoft Word and Excel are essential.
- Other info: Hybrid working model with 2-3 days in the office; salary up to £46,000 based on experience.
Location: London Hybrid 2-3 days a week in office, 5-minute walk from Liverpool Street Station
Salary: Up to 46,000 depending on experience
Hours: Monday to Friday 9 am to 5:30 pm
Benefits:
- Pension 8% employer contribution
- 25 days holiday rising by one day every three full calendar years to a max of 30 plus bank and public holidays
- Holiday purchase scheme
- Private medical cover
- Group income protection
- Life Assurance
- Yulife 24/7 Access to a doctor
- Season ticket loan - interest-free loan up to 10,000 for a rail ticket or parking season ticket once probation passed
- Professional membership fees - paid for by the company if relevant to the role being performed
- Cycle to work scheme
- Gym health centre discounts or corporate gym membership with one set provider
- Personal dental cover
- Personal life insurance cover
About our client and the role:
The purpose of this role is to manage the collection of missed and outstanding mortgage payments from specialist mortgage customers, ensuring any customers experiencing financial difficulty are managed and supported in line with company policy and procedure.
Responsibilities:
- To be the first contact point for specialist mortgage customers and/or their authorised representatives on any current or impending payment issues.
- To manage missed payments on accounts, making initial contact with the customer in line with our agreed contact strategy.
- To work with customers in a polite, professional, and sensitive way, to clear missed payments quickly wherever possible, agreeing on alternative payment methods where applicable.
- To offer treatments to prevent any repeated missed payments, such as updating the payment date or updating direct debit details.
- To liaise with customers and/or their authorised representatives to understand the root cause of shortfall payments, identifying cases where financial difficulty is the primary cause.
- To manage accounts that remain in payment shortfall, maintaining regular contact with customers or their authorised representatives in line with the bank's contact strategy.
- Creating trigger and referral reports for escalation of accounts to our business support team in the event of non-correction, with recommendations for future action where appropriate.
- To proactively manage pre-arrears and early warning indicator cases, including assessments and appropriate customer contact, in line with policy.
- To assist our Business Support team on Specialist Mortgage recovery cases where required.
- To maintain accurate customer records across the company's databases and systems for accurate audit trail on all accounts.
Experience required:
- Experience in mortgage arrears, within residential or buy-to-let lending
- Experience within an FCA-regulated environment
- Intermediate level skills in Microsoft Word and Excel are essential
For more information regarding the role please contact us. Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.
Mortgage Collections Officer employer: Stellar Select
Contact Detail:
Stellar Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Collections Officer
✨Tip Number 1
Familiarise yourself with the mortgage collections process and the specific challenges faced by customers in financial difficulty. Understanding these nuances will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network with professionals in the mortgage and finance industry, especially those who have experience in collections. Engaging with them can provide valuable insights and potentially lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare for potential interview questions by practising how you would handle various customer scenarios, particularly those involving sensitive financial situations. This will showcase your problem-solving skills and empathy, which are crucial for a Mortgage Collections Officer.
✨Tip Number 4
Stay updated on the latest regulations and best practices in mortgage collections. Being knowledgeable about FCA regulations and compliance will not only boost your confidence but also demonstrate your commitment to the role and the company.
We think you need these skills to ace Mortgage Collections Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in mortgage arrears and any roles within an FCA-regulated environment. Use specific examples to demonstrate your skills in managing missed payments and customer interactions.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Mortgage Collections Officer role. Emphasise your ability to handle sensitive situations with professionalism and your experience in providing support to customers facing financial difficulties.
Highlight Relevant Skills: In your application, clearly outline your intermediate skills in Microsoft Word and Excel. Mention any specific tools or software you have used in previous roles that relate to mortgage collections or customer management.
Showcase Your Knowledge: Demonstrate your understanding of the mortgage collections process and the importance of compliance within an FCA-regulated environment. This can set you apart as a candidate who is not only qualified but also knowledgeable about industry standards.
How to prepare for a job interview at Stellar Select
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Mortgage Collections Officer. Familiarise yourself with the key tasks such as managing missed payments and supporting customers in financial difficulty. This will help you demonstrate your knowledge during the interview.
✨Show Empathy and Communication Skills
Since this role involves dealing with customers who may be experiencing financial stress, it's crucial to showcase your empathy and communication skills. Prepare examples from your past experiences where you've successfully handled sensitive situations or resolved conflicts.
✨Familiarise Yourself with Relevant Regulations
As the position is within an FCA-regulated environment, having a basic understanding of relevant regulations and compliance issues can set you apart. Brush up on your knowledge of mortgage arrears management and any applicable laws to show you're well-prepared.
✨Prepare Questions for the Interviewer
Having thoughtful questions ready for the interviewer shows your genuine interest in the role and the company. Consider asking about the team dynamics, the company's approach to customer support, or how success is measured in this position.
