Financial Services

Mortgage Customer Support Officer (Collections)

Ref: 540| Posted: 7th Aug 2019

This vacancy is now closed
Mortgage Customer Support Officer required, to be the first point of contact for our clients’ existing customers, dealing with enquiries, processing amendments and providing assistance and guidance as required on mortgage related matters including arrears.  
You will be responsible for providing excellent customer service and sound decision making when managing customers who are experiencing financial difficulties. 
  • A minimum of 2 years customer service experience within the secured lending or residential or commercial mortgage market
  • Proven experience within mortgage collections/arrears management is essential
  • Understanding of the regulatory environment and in particular, Treating Customers Fairly
  • Experience of liaising with third parties such as solicitors. (Preferred) 
  • PC skills including MS Excel and Word
  • Excellent communication skills
  • Attention to detail 
  • Planning and problem-solving skills
  • Follow and adhere to the relevant processes and procedures, within their mandate, when handling customer enquiries.  
  • Deal directly with customers via telephone, correspondence (postal or electronic), responding promptly to customer enquiries on account amendments, balances, redemptions requests, title deeds, transaction details, statements and fees and charges.
  • The Mortgage Customer Support Officer, where appropriate, will liaise with relevant third parties when handling inquiries, ensuring adherence to company Data Protection Policy at all times.
  • Mortgage Customer Support Officers are required to demonstrate that they have considered and applied the principles of Treating Customer Fairly.
  • When required, you will be expected to assist customers in arrears by reviewing information, conducting an appropriate root cause analysis, assessing their circumstances and proposing forbearance solutions. 
  • Responsibility for managing customer letters in line with our Arrears Management Policy and industry standards.
  • Liaise directly with Team Leader in line with defined mandate for cases which should proceed towards litigation.
  • Contributes to the flow of communication within the team, by actively participating in staff meetings.
Competitive Salary & excellent benefits.