Senior Mortgage Collection Agent

Senior Mortgage Collection Agent

Salary: £30,000 - £40,000

Location: Wolverhampton, with hybrid/flexible working

This company is looking for a Senior Mortgage Collection Agent to provide specialist financial support to customers experiencing financial difficulties regarding mortgage repayments and arrears situations. The role requires managing a portfolio of complex and high-risk cases to provide a first-class level of service, fully supporting the needs of vulnerable customers and identifying and implementing appropriate solutions. Acting as a genuine subject matter expert, the role holder will also be required to provide ongoing referral and coaching support to less experienced members of the Financial Support Team managing less complex portfolios.

Key Responsibilities:

• Undertake all customer interactions in accordance with the Group’s Financial Support Team policies and procedures.
• Through effective questioning and listening skills, discuss with customers how and why their account is in arrears, identifying root causes and future barriers, always ensuring that dialogue is in keeping with the principals of the company’s treating customers fairly principles.
• Effectively undertake all aspects of providing financial support in terms of the end-to-end arrears management journey.
• Ensure compliance with all statutory and regulatory requirements for mortgage arrears with an absolute priority on achieving fair customer outcomes.
• Act as a coach and role model, supporting the development of less experienced team members.

Required knowledge and experience:

• At least 5 years previous experience of providing support to customers experiencing mortgage arrears or repayment challenges is essential.

• 2 years previous experience of undertaking complex financial support, litigation and receivership activities is essential.
• 2 years previous experience of providing bespoke support to vulnerable customers is essential.
• Previous experience of providing effective one-to-one coaching to internal colleagues is highly desirable.
• GSCE/GCE qualifications in both Maths and English are essential.

The successful candidate will receive a competitive salary, as well as a range of benefits, including:

• Flexible working arrangements
• Generous holiday allowance
• Pension scheme
• Healthcare

If you are an experienced Senior Mortgage Collection Agent looking for a new challenge, this is an excellent opportunity to join a leading financial services provider in the UK. To apply, please submit your CV and a covering letter.

Applicants must be located and eligible to work in the UK without sponsorship.

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