Customer Support - Mortgages

Our client is a global financial services business, providing loan servicing to residential and commercial customers. They have a growing portfolio of clients and need to add to their customer services team within their buy-to-let division.

This role will support residential customers experiencing difficulty with their loans. Your role is to proactively manage residential mortgage accounts that are either in arrears or have the potential to fall into arrears in the near future by ensuring collection activities are carried out in accordance with regulations.

On a day to day basis you will communicate with customers primarily by receiving incoming and making outgoing calls to understand circumstances, deal with payment related queries and discuss options to find the best outcome for the customer

The role requires an exceptional level of empathy and an ability to understand working in a regulated environment.

Key Operational areas of the role include:

• Understand the terms and conditions of a customer’s loan so that they can be clearly explained to, and met by, the customer.

• Review and process requests for information accurately and within service level agreements.

• Receive and resolve standard loan enquiries from customers and their advisors.

• Ensure information relating to customers and their loans is current and accurate. Process any amendments to customer’s accounts accurately and in accordance with procedures and regulatory requirements

• Ensure that customers are correctly informed of payments due and that the collection of the required payment is made accurately.

• Taking inbound and making outbound calls from customers in arrears

• Manage any arrears and associated risks with borrowers to re-establish the loan to a performing basis.

• Liaise professionally with clients, third parties and other areas of the business.

Successful candidates will ideally have experience within the mortgage / collections / credit control environment. Most importantly are strong customer service skills and the ability to be empathetic.

There is great support and development within the business, and the opportunity for further study.