Mortgage Collections Specialist

Our customers and members are at the heart of our business, and we are passionate about supporting customers who are in financial difficulty providing them outstanding service, good outcomes, and affordable and sustainable solutions tailored to their needs.

We are looking for individuals with a great work ethic, strong communication skills, and a passion for delivering high quality customer service to join our Mortgage Services department as a Mortgage Support Specialist.

What you'll be doing as a Mortgage Support Specialist:

• Our Mortgage Support Specialists support customers through inbound and outbound calls and non-verbal contact channels such as emails, correspondence.
• You will act as first point of contact providing support and tailored repayment plan solutions to customers who may be worried about the impact of the cost-of-living crisis, or already be in financial difficulty on their secured mortgage or other creditor commitments.
• To deliver good outcomes for customers, you will have effective conversations to explore their personal and financial circumstances, current & future affordability, and explore the right solution to address the mortgage arrears on their account.
• On a day-to-day basis, you will dealing with both customers who may be vulnerable as well as non-vulnerable escalating cases where required to senior management or our Complex Case Panel to ensure good outcomes are delivered.
• To further support customers, you will be required to provide signposting to them to agencies who provide free and impartial debt advice to help ensure customers are prioritising their mortgage payments and other priority bills.
• Your ability to listen, empathise and understand a customer's situation will enable you to help our customers at what could be one of the most difficult periods for them.

About you

• Emotional resilience - you will need to have patience and empathy and be confident in dealing with difficult customer situations.
• Strong communication skills – you will need to be a good listener and be able to explain complex solutions to customers in a straightforward manner.
• Ability to collate and process information – you will need to be able to review information that will enable you to make suitable recommendations to the customer.
• Previous experience in a customer service or collections & recoveries setting would be desirable.

What do we offer you?

We offer a competitive rewards package including:

• Matched pension contributions up to 10%
• A generous colleague bonus up to 10%
• 26 days holiday pro rata, plus bank holidays and holiday purchase scheme
• Colleague mortgage scheme – capped at 5% until 28 February 2025 with no fees
• Development opportunities & 2 volunteering days per year

Mortgage Services offers a fantastic career pathway (you will find a copy of this attached). Depending on your experience salaries are negotiable and start from £24,000 with a career pathway that provides development opportunities to progress and earn up to £28,000.

There is the opportunity to work hybrid once colleagues are fully competent in the role.

Please note you must be able to commit in full to the first five weeks training without absence. This is to ensure you are fully equipped with systems, process and knowledge prior to going live in the role.

Why choose Leeds Building Society?

Our business is centred around community, people and society. We're embarking on an exciting period of growth and transformation and have ambitious plans, which are guided by our strong foundations and financial security. We love to give our colleagues the opportunity to thrive, encouraging them to take on challenges that meet the needs of our current and future members.

Our colleagues are at the heart of everything we do and we're extremely proud of our three-star Best Companies accreditation in 2022. This is the highest rating and recognises our ‘world-class' levels of engagement.