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- Tasks: Help customers in financial difficulty by providing support and solutions.
- Company: Join YBS, a member-focused organization that values people over profits.
- Benefits: Enjoy 25 days holiday, up to 10% bonus, and flexible hybrid working options.
- Why this job: Make a real impact by helping customers while developing your skills in a supportive environment.
- Qualifications: No specific experience needed; just bring your passion for learning and helping others.
- Other info: Full training provided, with opportunities for career growth and inclusivity at the core.
The predicted salary is between 28800 - 43200 £ per year.
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.
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Using initiative to provide Good Customer Outcomes and resolve issues at first point of contact for our customers who find themselves in financial difficulty
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Support customers with empathy to understand their individual needs and circumstances
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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
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Make informed decisions on the progress of accounts within an agreed framework
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Create impactful and informative written communications to encourage customers to work with us
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Working to agreed service levels, quality targets and operational metrics
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.
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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
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Excellent listening and communication skills
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The ability to effectively build relationships
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The ability to make decisions within an agreed framework
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A passion for wanting to engage with customers, to seek solutions in complex situations and to do the right thing
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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.
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 :
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Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
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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.
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Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
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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.
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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
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Mortgage Payment Support Associate employer: Yorkshire Building Society
Contact Detail:
Yorkshire Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Payment Support Associate
✨Tip Number 1
Familiarize yourself with the mortgage arrears process. Understanding the common challenges customers face will help you empathize and communicate effectively during your interactions.
✨Tip Number 2
Practice your active listening skills. Being able to truly hear and understand a customer's concerns is crucial in providing the best support and solutions for their unique situations.
✨Tip Number 3
Develop your emotional intelligence. Being able to manage your own emotions and recognize those of others will help you navigate complex conversations with distressed customers.
✨Tip Number 4
Show your passion for helping others. In your conversations, express your genuine desire to assist customers in finding solutions, as this aligns with our values at YBS.
We think you need these skills to ace Mortgage Payment Support Associate
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Mortgage Payment Support Associate position. Tailor your application to highlight how your skills and experiences align with the job description.
Show Empathy in Your Application: Since the role requires supporting customers through difficult financial situations, demonstrate your ability to empathize with others in your cover letter. Share any relevant experiences where you've successfully helped someone in a challenging situation.
Highlight Communication Skills: Strong communication skills are essential for this role. In your CV and cover letter, provide examples of how you've effectively communicated with customers or colleagues, especially in complex situations. Mention any experience with written communications that have had a positive impact.
Express a Passion for Learning: The job emphasizes a desire to learn and grow. Make sure to convey your enthusiasm for personal development and your willingness to engage in training opportunities. Mention any past experiences where you've taken the initiative to learn new skills or improve your knowledge.
How to prepare for a job interview at Yorkshire Building Society
✨Show Empathy and Understanding
In this role, you'll be dealing with customers in financial difficulty. Make sure to demonstrate your ability to empathize with their situation during the interview. Share examples of how you've supported customers in distressing times and how you approached their needs with care.
✨Highlight Communication Skills
Strong communication skills are essential for this position. Prepare to discuss your experience in building relationships over the phone and via email. You might want to practice articulating your thoughts clearly and concisely, as well as listening actively to understand customer concerns.
✨Demonstrate Problem-Solving Abilities
The ability to make informed decisions and provide solutions is crucial. Be ready to discuss specific instances where you've successfully resolved complex customer issues. Highlight your thought process and how you navigated challenges to achieve positive outcomes.
✨Express a Passion for Learning
Since full training will be provided, it's important to convey your eagerness to learn and grow in this role. Share your enthusiasm for developing new skills and your commitment to helping customers. This will show that you're not only interested in the job but also in contributing positively to the team.
