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 plus your birthday off, gym access, and local discounts.
- 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 preferred.
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
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.
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 employer: Together
Together is an exceptional employer, offering a supportive work culture in Cheadle that prioritises employee well-being and growth. With generous benefits such as 26 days of holiday plus your birthday off, access to company holiday homes, and a commitment to diversity and inclusion, we empower our Mortgage Collections Specialists to thrive while making a meaningful impact on customers' lives. Join us to be part of a dedicated team that values your contributions and fosters professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Collections Specialist
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Together. Understand our values and what we stand for. This will help you connect with us during the conversation and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your customer service skills and empathy, as these are key for a Mortgage Collections Specialist.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you've successfully handled difficult situations or provided exceptional support. We love hearing about real-life scenarios that showcase your skills.
✨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 shows your enthusiasm for the role and keeps you fresh in our minds.
We think you need these skills to ace Mortgage Collections Specialist
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 match what we're looking for. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about helping customers in financial difficulties. Share specific examples of how you've made a difference in previous roles, and let your personality come through.
Showcase Your Communication Skills:As a Mortgage Collections Specialist, communication is key. In your application, demonstrate your ability to listen and empathise with customers. Use clear and concise language to show us you can handle inquiries effectively and resolve issues on the first contact.
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’re considered for the role. Plus, it gives you a chance to explore more about Together and what we stand for!
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, especially those involving financial difficulties. This will help you demonstrate your expertise and show that you're ready to tackle real-life situations.
✨Show Empathy
As a Mortgage Collections Specialist, empathy is key. Prepare examples of how you've handled sensitive customer situations in the past. During the interview, practice active listening and respond thoughtfully to questions, showing that you can connect with customers on a personal level.
✨Highlight Communication Skills
Effective communication is crucial in this role. Be ready to discuss how you've resolved customer enquiries and complaints in previous positions. Use specific examples to illustrate your ability to communicate clearly and effectively, aiming for first contact resolution.
✨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 it's the right fit for you.
