Mortgage Forbearance SME (FTC)

At Target Group, we\’re not just about deadlines and deliverables; we\’re about making a real impact in the Financial Services and Technology sectors. We thrive on innovation and the ability to adapt, and we currently have a unique opportunity within our Operations Team for a Mortgage Forbearance Subject Matter Expert who shares our passion for progress.

To act as the operational expert in mortgage arrears and forbearance, supporting the Mortgage Forbearance Manager in delivering readiness initiatives that enable team success. This includes designing, building, and delivering training, refining operational processes and policies, and contributing to oversight and quality assurance activities. The role prioritises staff capability and preparedness to ensure consistent, compliant, and customer-focused outcomes.

Please note, this is an initial 4-6 month FTC. The successful candidate will be required to be in our Cardiff office at least 3 times per week.

What does the role of Mortgage Forbearance SME look like day to day?

• Design and deliver targeted training programmes for arrears and forbearance teams, including onboarding, regulatory updates, and skills development
• Create and maintain training materials, guides, and reference tools aligned with FCA regulations and internal policies.
• Conduct training needs analysis and collaborate with the manager to address capability gaps
• Support the development and refinement of operational policies and procedures related to arrears handling and forbearance.
• Ensure documentation is clear, accessible, and aligned with regulatory expectations and best practices.
• Contribute to continuous improvement initiatives by identifying inefficiencies and recommending enhancements.
• Act as a subject matter expert for complex arrears scenarios, providing guidance and support to team members.
• Participate in quality assurance reviews and case audits, identifying trends and areas for improvement.
• Assist in preparing for internal and external audits by ensuring readiness of documentation and process adherence.
• Work closely with the Mortgage Forbearance Manager to prioritise and deliver readiness activities.
• Liaise with Compliance, Risk, and Legal teams to ensure operational alignment and regulatory compliance.
• Support change initiatives by translating regulatory or strategic changes into practical, team-ready solutions.

Requirements

What experience are we looking for?

• Minimum 5 years’ experience in mortgage arrears management, with exposure to first charge, second charge, and/or buy-to-let products.
• Proven experience is delivering tailored, affordable forbearance across a variety of different mortgage products and asset classes.
• Proven experience in training design, build, and delivery within a regulated financial services environment.
• Strong working knowledge of FCA regulations, including MCOB, BiFD, Consumer Duty and vulnerability guidance.
• Experience in developing and maintaining operational policies and procedures.
• Excellent communication and facilitation skills, with the ability to engage and upskill diverse audiences.
• Experience in quality assurance or oversight functions (desirable)
• Experience supporting litigation or enforcement processes (desirable)

The successful candidate will have the following skills:

• Training & Facilitation: Designs and delivers engaging, effective training that drives capability and confidence.
• Process Orientation: Develops and refines operational frameworks that support consistency and compliance.
• Attention to Detail: Maintains high standards in documentation, audit readiness, and case review.
• Problem Solving: Provides expert guidance on complex arrears scenarios and identifies practical solutions.
• Collaboration: Works effectively across teams to deliver joined-up readiness initiatives.
• Adaptability: Responds positively to change and helps others navigate new processes and expectations.
• Communication: Clearly conveys technical and regulatory information in an accessible and actionable way.
• A competitive salary of up to £55,000 per annum, depending on experience
• An attractive commission scheme when achieving sales targets and new revenue growth
• 30 days holiday PLUS bank holidays (That\’s right! 30 days from Day 1)
• At least two days per year to give back to our community through our volunteering initiative
• Defined Pension Contribution Scheme (Employer matched up to 6%) with the option to contribute via Salary Exchange (Salary Sacrifice)
• Employee Discount Scheme, access to discounts and offers across 100s of leading retailers.
• Company Paid Private Medical Insurance (benefit in kind)
• Group Life Assurance (4x Annual Salary)
• Group Income Protection
• Annual Pay Review
• Discretionary Annual Bonus Scheme
• Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program
• Free Flu Vaccinations, Eye Tests and employer contribution towards glasses
• Recognition Scheme
• Free Mortgage Advice and Support
• Funeral Concierge and Bereavement Services
• 24/7 access to a GP
• Discounted health club memberships
• Salary Sacrifice Technology Buying Scheme
• Access to Wisdom, total wellbeing solution

We wholeheartedly believe in fostering a diverse and inclusive culture by actively implementing our D&I strategy, building strong community ties, and empowering our people and leaders.

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