Mortgage Collections Handler

Mortgage Collections Handler

Monday to Friday 9am - 5.30pm
Bristol / Permanent role

Our client a successful law firm in Central Bristol is seeking a Mortgage Collections Handler to work for their Mortgage Enforcements division. The successful applicant will be working for one of 6 teams, representing a number of clients which include some of the biggest lenders within England and Wales.

The role:
To proactively work on behalf of the firms clients to rehabilitate borrowers accounts by contacting them at key stages throughout the litigation process. The overall objective will be to improve rehabilitation rates on mortgage accounts and ultimately reduce the number of repossessions. This role will take on more of an account management responsibility, working very closely with the borrowers to understand their financial responsibilities with a view to finding payment solutions through the guidance and support of the mortgage collections handler working on their individual case.

Day to day responsibilities include;
Complete security check before discussing account details with the borrower.
Working on a specific account to identify borrowers who require assistance with the rehabilitation of their account.
Negotiate settlements with debtors and monitor payment arrangements.
Working through the 10 key stages with proactive high volume outbound calls and inbound calls to establish and maintain contact with the borrowers and related account information.

Knowledge, skills and experience required;
Effective telephone communication skills with the ability to empathise and relate to the sometimes emotive conversations that take place with borrowers.
Having the balance between listening and building bridges by turning the outcome of any conversation to a successful conclusion.
Successfully build rapport with borrowers and negotiate affordable arrangements that will be maintained.
Previous experience of large volume outbound calls such as credit control or customer account management within a financial or professional services environment.
To complete all allocated tasks within the required timeframe and to the required level of accuracy.
To demonstrate satisfactory levels of literacy and numeracy.
To write simple business letters in addition to system generated letters (best practice).
Effective record keeping to ensure account details are correct.
To have basic knowledge of and be able to use common functions of relevant computer applications with appropriate training along with good attention to detail.
Demonstrate a conscientious, 'can-do' attitude and be client focussed.