At a Glance
- Tasks: Support customers in financial difficulties and provide tailored solutions.
- Company: Join Together, a leading mortgage provider with over 50 years of experience.
- Benefits: 26 days holiday plus your birthday off, gym access, and local discounts.
- Other info: Diverse and inclusive workplace with great career development opportunities.
- Why this job: Make a real difference by helping customers navigate their financial challenges.
- Qualifications: Experience in collections and exceptional customer service skills required.
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 Collections Specialist — Empathetic Arrears Pro 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 Collections Specialists enjoy generous benefits including 26 days of holiday plus a day off for your birthday, 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 mortgage industry.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Collections Specialist — Empathetic Arrears Pro in Cheadle
✨Tip Number 1
Get to know the company before your interview! Research Together's values and mission, so you can show how your skills align with their empathetic approach. This will help you stand out as a candidate who truly understands their ethos.
✨Tip Number 2
Practice your active listening skills! During the interview, demonstrate your ability to listen and respond thoughtfully. This is crucial for a Mortgage Collections Specialist, as understanding customer needs is key to providing the right support.
✨Tip Number 3
Prepare examples of your past experiences in collections. Think of specific situations where you resolved customer issues or helped someone in financial difficulty. Sharing these stories will showcase your expertise and empathy.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Together team and contributing to their mission.
We think you need these skills to ace Mortgage Collections Specialist — Empathetic Arrears Pro in Cheadle
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Mortgage Collections Specialist. Highlight any relevant collections experience and customer service skills that show you understand the needs of customers in financial difficulties.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about helping customers through tough times. Share specific examples of how you've used empathy and active listening in previous roles to resolve issues.
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application reflects your communication style. Keep it clear, concise, and friendly – just like how you'd talk to a customer!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
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 empathetically. This will show that you're not just knowledgeable but also genuinely care about helping customers.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. When asked questions, take a moment to reflect before responding. This shows that you value what the interviewer is saying and are capable of understanding customer needs, which is crucial for this role.
✨Showcase Your Empathy
Be prepared to share examples from your past experiences where you've successfully helped customers in difficult situations. Highlight your ability to connect with vulnerable customers and provide them with the support they need. This will resonate well with the company's values.
✨Ask Thoughtful Questions
At the end of the interview, don’t shy away from asking insightful questions about the company culture or the team you'll be working with. This not only shows your interest in the role but also helps you gauge if the company is the right fit for you.
