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- Tasks: Support customers in financial difficulties and resolve their enquiries with empathy.
- Company: Join a diverse and inclusive team committed to excellent customer service.
- Benefits: Full-time role with opportunities for personal growth and development.
- Why this job: Make a real difference in people's lives while developing your communication skills.
- Qualifications: Experience in mortgage collections and a passion for helping others.
- Other info: We celebrate diversity and support all applicants throughout the recruitment process.
The predicted salary is between 36000 - 60000 £ per year.
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 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, 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:
Essential:
- 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 regarding your suitability for the role.
Additional Information:
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.
Remote Work: No
Employment Type: Full-time
Key Skills: Loan Origination, Sales Experience, Microsoft Office, Financial Services, Customer Service, Organizational skills, Communication skills, Military Experience, Fair Housing Regulations, Inside Sales, Outside Sales, Word Processing.
Experience: years
Vacancy: 1
Mortgage Collection Specialist employer: Together
Contact Detail:
Together Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Collection Specialist
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on their values and culture. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. This will help you articulate your thoughts clearly and boost your confidence when it’s time to shine.
✨Tip Number 3
Show off your soft skills! As a Mortgage Collections Specialist, empathy and communication are key. Be ready to share examples of how you've helped customers in tough situations and how you resolved issues effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Mortgage Collection Specialist
Some tips for your application 🫡
Show Your Collections Experience: Make sure to highlight your previous collections experience, especially in the mortgage industry. We want to see how you've handled different stages of arrears and what strategies you've used to support customers effectively.
Emphasise Customer Service Skills: Since this role is all about providing high-quality support, let us know about your exceptional customer service skills. Share examples of how you've resolved enquiries or complaints, aiming for that first contact resolution we love to see.
Demonstrate Empathy and Understanding: We’re looking for someone who can connect with customers on a personal level. Use your application to show how you’ve actively listened to customers and understood their financial situations, especially those facing vulnerabilities.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to showcase your personality right from the start.
How to prepare for a job interview at Together
✨Know Your Stuff
Make sure you brush up on your knowledge of the mortgage collections process. Understand the different stages of arrears and be ready to discuss how you've handled similar situations in the past. This will show that you’re not just familiar with the role, but that you can bring valuable experience to the table.
✨Empathy is Key
As a Mortgage Collections Specialist, you'll be dealing with customers who may be in tough situations. Practice active listening and think about how you can demonstrate empathy during the interview. Share examples of how you've supported vulnerable customers before, as this will highlight your ability to connect with them.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play scenarios during your interview. This could involve handling a difficult customer call or resolving a complaint. Practise these scenarios beforehand so you can showcase your communication skills and problem-solving abilities effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the support available for vulnerable customers, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if the company aligns with your values.