Customer Service – Mortgage Collections Associate – Monday – Friday

Overview

Customer Service – Mortgage Collections Associate – Monday – Friday

Location : Glasgow

Salary : £24,000-£26,000

Join a team that makes a difference

Daily

At Capquest-Intrum, the relationships you make with your customers have the power to change their lives. And the ones you’ll make with your team might even change yours.  Discover how you can grow by making a difference with a customer-facing career at Intrum.

We’re on the lookout for a fantastic Mortgage Collections Associate who will love speaking with people over the telephone and providing financial solutions to their queries. You don’t have to have call centre experience; we know that Customer Service experience comes from a variety of industries; what you will have, is a friendly personality and excellent communication skills.

What you’ll do:

• Day to day you will speak with customers who could be experiencing financial difficulty about their financial situation and provide tailored solutions, such as an affordable repayment plan. Reaching the best possible outcome is important in this role as it helps us deliver on our aim of building better financial futures.
• Make and receive calls to/from Customers, along with sending and receiving emails, managing a variety of customer accounts such as mortgages and secured lending and investigating the detail in regard to customers debt. It’s important that you’re someone who’s able to have great conversations with our customers in varying situations.
• Provide personalised and customer focused service by being transparent and delivering tailored solutions for each customer to reduce overall customer debt.
• Responsible for ensuring the delivery and compliance with all outcomes and activities held within the Consumer Duty regulation, driving fair outcomes for customers.
• Work 37.5 hours per week Monday-Friday, between the hours of 8am – 5.30pm with varied shift patterns (which will be discussed with you).
• Easily commute to our Glasgow office, this role is hybrid working in this location. You will be office based for the duration of your induction (Circa 8 weeks) and for a period of time after. Which gives you time to build relationships with the team and gain confidence in your role before remote working. So, expect to be office based after your induction initially for a few months, we will discuss individually with you when you are confident to commence hybrid working.

About you:

• Fantastic with people after all you will be our first point of contact for our customers and play a key role in providing the help, support and empathy needed to achieve the best outcome.
• Positive attitude, self-motivated, enthusiastic individuals, who are ready to make a real difference.
• Previous Contact Centre experience and/or financial services background is preferred but not a requirement.
• Mortgage servicing background preferred but not essential.
• Enjoy making decisions and connecting with people from all walks of life.
• Strong administration skills – use of Microsoft Office Suite e.g. PowerPoint, Word, Excel, and Outlook and able to accurately reflect conversations and the outcome.
• Able to deal with sensitive/challenging conversations along with complaints and have the resilience to bounce back from them.
• Good numeracy/literacy skills to help break down some of the complexities around financial products and solutions.
• Fluent in English, have a good attention to detail and can communicate clearly with customers.

Interested?  We thought you would be! But there’s more!

We have not only fantastic training but benefits that will make you smile!

What we can offer you:

We have a variety of benefits something to suit everyone. Our office working hours to support our customers are Monday-Friday, between the hours of 8am – 5.30pm.  You will cover a range of shifts working 37.5 hours per week. We provide full training at our offices in Glasgow but we also believe in a good work / life balance, so we offer a fantastic hybrid work pattern where you can work a mixture of home and office. 

• Competitive starting base salary of up to £26,000 (Dependent on experience) plus bonus (subject to performance).

• Sociable working hours.
• Grab some breakfast and lunch in the office.
• 33 days holiday including bank holidays, with the ability to buy more or sell back entitlement.
• Enjoy your Birthday on us, an extra day off to celebrate.
• Interactive subsidised events, colleague engagement teams, employee recognition & development programs including Employee assistance program.
• Contributory workplace pension scheme.
• Life Assurance 4x salary.
• Private medical insurance / Health plans.
• Casual dress.
• Cycle to work scheme / Gym Flex / Gadget scheme.
• A structured continuous training and mentoring for personal development / progression.
• Excellent discounts on travel, entertainment groups and many high street retailers.

Our interview process – what to expect

We like to keep things simple, while at the same time ensuring the fit is right for you

• You will receive a call from one of our talent team to find out a bit more about you. They will also provide you with an introduction to Intrum and the opportunity for you to ask questions.
• If we feel there is a good match, we will invite you to a video/face to face interview (what works for you). This is a one-stage process, a competency-based interview with a chance to get to know more about our Contact Centre.
• We will then be back in contact with you, usually within 48 hours, to gather your thoughts and provide feedback. Successful applicants can also expect to receive a job offer at this stage.

About Us

Capquest Founded in 1985, Capquest is a credit solutions provider with over 30 years of market experience. We’re an awarded company within the credit industry. We manage significant credit portfolios on behalf of several of the UK’s leading financial institutions. Clients include leading banks and high street lenders, credit card companies, motor finance and utilities providers, as well as other consumer credit providers. Capquest is also part of the Intrum Group.

Intrum UK is one of the largest credit management companies in the UK. We are part of a group of companies that employs over 10,000 people in 24 countries across Europe. We help clients and their clients to manage their financial liabilities through ethical and affordable collection services.

Our people care about treating our customers fairly and we care about our people. They understand the impact our work has across society, setting high standards and leading the way to a sound economy.

We are one of the UK’s fastest growing credit management companies and are accredited with the highly acclaimed gold standard by Investors in People and Investor in Customers. We also received the industry accolade for ‘Best Place to Work’ in 2022.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening.  You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances and any outstanding debt will be considered on a case-by-case basis.

Do you feel that you might be the right person?

Great!

Apply now. Looking forward to hearing from you!

(Strictly No Recruitment Agencies Please)