Mortgage Operations Support Consultant - Arrears

24000.00 - 30000.00 GBP Annual + free parking and benefits
09 Jul 2021
03 Aug 2021
Contract Type
Full Time
Due to our continued growth and our return to mortgage lending, we are recruiting for an additional Mortgage Operations Specialist within our Mortgage Arrears team working alongside our wider Customer Service and Operations department. We have recently successfully recruited within this team and now need an addiitonal member of staff as our business grows. We are seeking candidates with experience in the mortgage, debt collection and arrears disciplines. We are a well established 3rd party Mortgage Servicing company specialising in the buy to let mortgage sector offering a Mon to Fri 9 am to 5pm working week, competitive salary up to GBP28k plus bonus up to 15% of salary and a full benefits package plus 25 days holiday.

The Operations Specialist within Arrears is responsible for their own caseload of buy to let mortgage customer accounts which are approaching or are in arrears at a variety of stages from initial arrears through to more complex cases. You will be offering a consultative solution to our customers by building up a rapport and positive relationship to guide them through to the successful resolution of their arrears situation. We believe in offering our customers the highest levels of service at all times in a professional and compliant manner.

We are a successful and stable company and you will be part of our busy Operations support team who deal with all aspects of administration and customer liaison for our existing customer accounts and their payment plans. This is very much a consultative arrears management role whereby you will build up a lasting relationship with your assigned customers with the aim of assisting them through any payment difficulties they encounter during the life of the mortgage with the ultimate aim of getting their payment plan back on track and avoiding any litigation by using your account management and problem solving skills with an empathetic approach to your customers.

The main focus of the role will be as follows:-

To manage customer accounts through early identification of financial distress by pro-active customer contact.

To successfully influence the outcome for both the customer and company, limiting the escalation of arrears to litigation, with a satisfactory customer outcome.

Ensure compliance and adherence at all times to the 6 TCF principles, and all other regulatory requirements.

Contact all customers where potential hardship/vulnerability is identified and where the direct debit fails for payment collection.

Contact customers in arrears by telephone and/or in writing; through thorough relevant questioning establish the customer circumstances and reason for the payment shortfall and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.

Implement forbearance measures at the earliest opportunity.

Through case management, build and maintain the customer relationship for all customers in arrears building a financial profile whilst gathering information from the customer in order to negotiate a sustainable payment plan.

Adhere to procedures to implement best practice; challenging when necessary in line with Arrears Consultant mandate, escalate where appropriate.

Work closely with the Field Managers/Agents issuing field visit requests in a timely manner when unable to contact the customer. Work individually and as part of the team to reach set targets. Liaise with other departments within the Company to ensure optimum service for the customer and to minimise risk for the Company.

To be successful as one of our Operations Specialists within the Arrears team, you will ideally have previous experience of working within the mortgage arrears sector. Otherwise, knowledge of mortgages from other roles such as customer service, banking or administration support is relevant in addition to arrears and collections experience too. if you would like to further your career within an arrears environment for a company that can offer career potential and development.

In return we can offer a generous salary plus bonus, 35 hour working week, 25 days holiday, full benefits package and on site parking plus the opportunity to further your career within the business as we have a number of other departments including compliance, complaints, customer support and finance. At present the team are working remotely but some training will be on site and we will agree our home/office working upon a company review of our procedures in September.

Please submit your CV asap for immediate consideration