Mortgage Payment Support Associate

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.

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.

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.

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.

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.

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.

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 we’re 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.