Operations Specialist – Arrears

Job Title: Operations Specialist – Arrears

Vacancy type: 12 month Fixed term contract

Location: Hybrid based in Fleet 3 days from home 2 days

Salary: Up to £32,000

Hours: Monday to Friday 9 am to 5.30 pm

Benefits:

• 11% non-contributory pension
• Private healthcare – family cover
• Denplan
• Life Cover 4 x salary
• Income protection
• 28 days holiday
• Up to 30% discretionary bonus

About the Role of Mortgage Operations Specialist

The Mortgage Operations Specialist will be working within a busy mortgage servicing team dealing with both buy-to-let and residential mortgage arrears.

Previous experience working in arrears/collections or having gained experience in mortgage servicing/operations with a good understanding of buy-to-let mortgages will be required, along with the ability to use empathy, when supporting customers.

This is an excellent opportunity to join a growing and developing business that can offer great benefits. They run a hybrid working schedule of 3 days in the office and 2 days of home-based working. Although this is a 12 month fixed term contract there is a good possibility of the positions available being made permanent

Responsibilities and experience required for the role of Operations Specialist – Arrears

• Through relevant questioning, establish the customer circumstances and reason for the payment shortfall and endeavour to reach a sustainable solution for payment wherever possible to avoid enforcement action.
• Handle borrowers’ and third parties’ queries both by telephone and in writing, within a specified caseload and handle all processes with consistent accuracy while working within tight time scales.
• Oversee and govern third-party performance to ensure SLAs are met in line with good customer outcomes.
• Ensure compliance and adherence at all times to the 6 TCF principles, and all other regulatory requirements.
• Vulnerability assessments are completed in line with policy with relevant signposting for external support
• Implement forbearance measures
• Take ownership of caseload and any queries that arise from this, ensure these are investigated. Refer queries as appropriate and ensure all queries are placed with the correct department.

Experience required for the position of Operations Specialist – Arrears

• Previous experience in dealing with customers both over the phone and in writing
• Previous experience in consumer-related arrears, collections or recoveries role or experience gained in a servicing, customer service or telephone-based mortgage-related business such as a lender or a mortgage and loan servicing business
• A good understanding of TCF.
• Ability to demonstrate clear and concise communication skills and empathy when talking with customers experiencing financial difficulty

For more information regarding the role of Operations Specialist – Arrears please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days