About the Position

Mortgage Collections Specialist

We are seeking a dedicated Mortgage Collections Specialist to join our team at Together, based in Cheadle, UK. In this role, you will provide high-quality support to customers facing financial difficulties, offering sustainable solutions and exceptional customer service.

Responsibilities

As a Mortgage Collections Specialist, you will:

Handle inbound and outbound telephone calls from customers regarding early and late-stage arrears on regulated and unregulated accounts.
Listen and understand the root cause of a customer's financial situation and work with the customer to find their needs.
Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
Identify and attempt to resolve potential customer complaints.
Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organizations who can help.

Requirements

Essential:

Collections experience within the Mortgage industry.
Collections experience in a regulated industry.
Experience of the whole collections journey - from early arrears to late arrears collecting.
Exceptional Customer Service and communication skills, with a commitment to minimizing customer effort.
An excellent understanding of what a good customer outcome looks like.
An empathetic approach to customers through active listening and effective questioning.
Excellent attention to detail.
Ability to work under pressure.

We Offer

Benefits of working at Together:

26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays.
Free access to company holiday homes.
Buy & sell holidays.
Discretionary annual bonus plus an additional Shared Reward Bonus.
Matched pension contribution.
Health cash plan plus Private medical insurance.
Life assurance and Critical illness cover.
Travel season ticket loans and Ride to work scheme.
Free local gym access.
Local bar / restaurant discounts.

About the Company

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses, and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.

We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

Job Location

Location: Cheadle, United Kingdom

Type: On-site

Additional Information

Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application.

#TMHP

Please note that all successful applicants will undergo relevant employment reference, financial, and criminal record checks.

Mortgage Collections Specialist

Job description