At a Glance
- Tasks: Support customers in financial difficulties and resolve their enquiries with empathy.
- Company: Join Together, a leading mortgage provider with over 50 years of experience.
- Benefits: 26 days holiday, birthday off, gym access, and competitive bonuses.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in collections and exceptional communication skills are essential.
The predicted salary is between 30000 - 40000 € per year.
Working Hours: Standard (09:00am-17:30pm)
Department: Commercial Loan Servicing
Office or Field Based: Office Based (Cheadle, SK8 3GW)
Contract type: Permanent
Benefits of working at Together:
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
- Free access to company holiday homes
- Buy & sell holidays
- Discretionary annual bonus plus an additional Shared Reward Bonus
- Life assurance and Critical illness cover
- Travel season ticket loans and Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
Company Description:
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
Job Description:
As a Mortgage Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer's circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in-life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.
As a Mortgage Collections Specialist, we are looking for someone to:
- Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts
- Listen and question and understand the root cause of a customer's financial situation and work with the customer to find their needs
- Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
- Identify and attempt to resolve potential customer complaints
- Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help
Qualifications:
- Collections experience within the Mortgage industry
- Collections experience in a regulated industry
- Experience of the whole collections journey - from early arrears to late arrears collecting
- Exceptional Customer Service and communication skills, with a commitment to minimising customer effort
- An excellent understanding of what a good customer outcome looks like
- An empathetic approach to customers through active listening and effective questioning
- Excellent attention to detail
- Ability to work under pressure
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
Mortgage Collection Specialist in Cheadle employer: Together
At Together, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and growth. Located in Cheadle, our Mortgage Collection Specialists enjoy generous benefits such as 26 days of holiday plus a birthday day off, access to company holiday homes, and opportunities for professional development within a diverse and inclusive environment. Join us to make a meaningful impact while enjoying a rewarding career in the heart of Cheshire.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Collection Specialist in Cheadle
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Together. Understand their values and how they support customers. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your listening skills! As a Mortgage Collections Specialist, you'll need to understand customers' situations deeply. Try role-playing with a friend or family member to hone your active listening and questioning techniques.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you've successfully resolved customer issues or handled complaints. This will demonstrate your problem-solving skills and commitment to excellent customer service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Mortgage Collection Specialist in Cheadle
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Mortgage Collections Specialist role. Highlight any relevant experience in collections, especially within the mortgage or regulated industries. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about helping customers in financial difficulties. Share specific examples of how you've provided exceptional customer service in the past – we love a good story!
Showcase Your Communication Skills:As a Mortgage Collections Specialist, communication is key. In your application, demonstrate your ability to listen and understand customer needs. Use clear and concise language to show us you can handle inquiries effectively.
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Together
✨Know Your Stuff
Before the interview, make sure you understand the mortgage collections process inside and out. Familiarise yourself with common customer scenarios and how to handle them. This will show that you're not just interested in the role but also prepared to tackle the challenges it brings.
✨Show Empathy
As a Mortgage Collections Specialist, you'll be dealing with customers who may be in difficult situations. Practice active listening and think about how you would feel in their shoes. During the interview, share examples of how you've handled sensitive situations in the past to demonstrate your empathetic approach.
✨Communicate Clearly
Strong communication skills are key for this role. During the interview, focus on articulating your thoughts clearly and concisely. Use specific examples to illustrate your points, especially when discussing your experience in customer service and resolving complaints.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the company culture, team dynamics, or how they support employees in challenging situations. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
