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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.
About the role
In this rewarding role you will be afforded a real opportunity to progress your skills, your career and will be suitably rewarded as you grow in your role.
- Using initiative to provide Good Customer Outcomes and resolve issues at first point of contact for our customers who find themselves in financial difficulty
- Support customers with empathy to understand their individual needs and circumstances
- Support customers through the full arrears journey, discussing how and why their account is in arrears, exploring barriers to offer appropriate solutions to keep customers in their homes
- Make informed decisions on the progress of accounts within an agreed framework
- Create impactful and informative written communications to encourage customers to work with us
- Working to agreed service levels, quality targets and operational metrics
About you
You’ll spend much of your day communicating over the phone and by email with customers and other colleagues, 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.
- 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 decisions within an agreed framework
- A passion for wanting to engage with customers, to seek solutions in complex situations and to do the right thing
- 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 a passion for learning 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.
Hours & Hybrid Working
The contracted hours for this role are Monday to Friday between the hours of 8am to 7pm and Saturdays 9am to 1pm (1 in 4). We operate an 8 Week Rota.
Once competent we offer the opportunity to split your working week between the office and working from home. This is on a rota-basis and is typically 2 Days per week from home.
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. We work together to reach for better at YBS, so when we reach our goals, we’re all rewarded, with up to a 10% annual bonus.
- 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.
