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For Companies At a Glance
- Tasks: Support customers facing financial difficulties and provide tailored solutions with empathy.
- Company: YBS is a member-focused organisation dedicated to doing what's right for people and communities.
- Benefits: Enjoy flexible working, 25 days holiday, bonuses, and comprehensive health benefits.
- Why this job: Make a real difference while developing your skills in a supportive and inclusive environment.
- Qualifications: Strong communication skills and a passion for helping others are essential; experience in customer service is a plus.
- Other info: Full training provided; we value your individuality and support your career growth.
The predicted salary is between 28800 - 43200 £ per year.
At YBS, we’re here to do what’s right. Not just for our members who use our savings and mortgage products. But for our communities, our society, and our world. And it all begins with our people.
We’ve created the kind of workplace where you can make a difference. It’s somewhere you can put purpose ahead of profit. Where you can balance commerciality with conscience. Where you can focus on growing, developing, learning, and progressing. Where you can be your best.
And where you can do the right thing – for you, your career, and your future.
About the role
In this rewarding role you will have a real opportunity to grow your skills and advance your career, with reward, recognition, and support as you develop. The successful candidate will:
· Demonstrate resilience and the ability to support customers through challenging times, ensuring appropriate outcomes and a high standard of service. Use initiative and critical thinking to provide Good Customer Outcomes and resolve issues at first point of contact for our customers who find themselves in financial difficulty.
· Show empathy and understanding of each customer’s unique circumstances and needs.
· Identify and support vulnerable customers, tailoring your approach to meet their individual needs with empathy and care.
· Support customers through the full arrears journey, discussing how and why their account is in arrears, identifying barriers and offering appropriate solutions to help them remain in their homes.
· Make informed decisions on the account progression within an agreed framework.
· Create clear, impactful, and informative written communications to encourage customers to work with us.
· Work to agreed service levels, quality targets and operational metrics.
About you
You’ll spend much of your day communicating with customers and colleagues via phone and email, so strong communication skills and an ability to quickly build relationships are essential.
Complex customer service experience is also important, as you’ll play an important part in helping us provide the best possible service to our customers and because things can change fast and often, you’ll have excellent attention to detail, lots of resilience, and a genuine ability to take setbacks in your stride. You’ll also bring:
· A high level of emotional intelligence to recognise and manage powerful emotions in customers during distressing times – and have the ability to handle complex situations calmly.
· Excellent listening and communication skills
· The ability to effectively build relationships.
· The ability to make sound decisions within an agreed framework.
· A passion for helping customer and seeking solutions in complex or challenging situations.
· Experience of Mortgage Arrears Management and/or Collections experience is valuable but not essential as full training to fulfil this role will be provided. What is essential is your passion and willingness to learn and a desire to offer real help to our customers.
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
- Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
- Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
- Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
Want more information?
If you have any questions about this role, please contact Rachel Ellis on rellis@ybs.co.uk
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Mortgage Payment Support Associate employer: Yorkshire Building Society Group
Contact Detail:
Yorkshire Building Society Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Payment Support Associate
✨Tip Number 1
Familiarise yourself with the principles of customer service, especially in challenging situations. Understanding how to empathise and communicate effectively with customers in distress will set you apart during interviews.
✨Tip Number 2
Research common issues faced by customers in mortgage arrears. Being knowledgeable about these challenges will help you demonstrate your ability to provide solutions and support during your conversations with the hiring team.
✨Tip Number 3
Practice your active listening skills. During any interactions, whether in interviews or networking, showing that you can listen and respond thoughtfully will highlight your strong communication abilities.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully handled complex customer situations. This will showcase your resilience and problem-solving skills, which are crucial for the Mortgage Payment Support Associate role.
We think you need these skills to ace Mortgage Payment Support Associate
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Mortgage Payment Support Associate position. Tailor your application to highlight how your experience aligns with these requirements.
Show Empathy in Your Application: Since the role involves supporting customers through challenging times, demonstrate your emotional intelligence and empathy in your cover letter. Share examples of how you've helped others in difficult situations.
Highlight Relevant Experience: If you have any experience in customer service, especially in financial services or mortgage arrears management, make sure to include this in your CV. Even if you lack direct experience, emphasise transferable skills that showcase your ability to handle complex situations.
Craft Clear Written Communications: As the role requires creating clear and impactful written communications, ensure your application is well-structured and free of errors. Use concise language and focus on clarity to reflect your communication skills.
How to prepare for a job interview at Yorkshire Building Society Group
✨Show Your Empathy
In this role, empathy is key. Be prepared to share examples of how you've supported customers through difficult situations in the past. Highlight your ability to understand and respond to their unique needs.
✨Demonstrate Resilience
Discuss times when you've faced challenges and how you overcame them. This will show your potential employer that you can handle tough situations with a calm and collected approach.
✨Communicate Clearly
Since you'll be communicating with customers via phone and email, practice articulating your thoughts clearly. Prepare to explain complex concepts simply, as this will be crucial in helping customers understand their situations.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of scenarios where you had to make quick decisions or resolve conflicts, and be ready to discuss your thought process.
