Mortgage Collections Team Leader

Our client, a specialist Mortgage Lender is seeking Financial Support Manager to lead and manage a team of specially trained Financial Support Team Consultants in a contact centre environment. You will undertake all aspects of supporting customers experiencing financial difficulties impacting their ability to maintain their mortgage payments.Providing clear direction to the team, inspiring, developing and coaching them to meet and exceed targets as well as ensuring management of assets in line with regulation, policy, procedure, service levels and in keeping with the principals of Consumer Duty.Responsibilities:Ensuring all staff are managed, trained, appraised and developed, setting appropriate performance objectives and reviewing these objectives in line with the performance management processBeing a role model and leading the team to manage operational risks within the department, efficiently and effectively support our customers experiencing difficulties to maintain their mortgage paymentsEnsuring that key mortgage arrears life cycle events are effectively monitored and managed, whilst suitable strategies are consideredMaking mandated decisions on referrals and next steps where forbearance options can be considered or where cases are to be progressed to Litigation and Repossession or cancelledEnsuring that shortfall and professional negligence claims are effectively commenced and managedReporting on key performance and operational issues, making recommendations for improvementAssisting with the management of complaint resolution by taking escalated calls, coaching and supporting the team to resolve complaints on the spot Essential skills & experience required: Previous line management in a financial support or collections environment within Financial ServicesStrong leadership and management skills to motivate a team to deliver good customer outcomes in a busy contact centreKnowledge of the end to end arrears strategy for secured mortgages and loansRobust knowledge of the technical aspect of arrears based litigationKnowledge of the of professional negligence and shortfall management processes Next steps: To express your interest in this opportunity, don’t delay; please click apply now.Momenta are aware of the rise in recruitment phishing scams. Please be vigilant with the information you share. Momenta will never contact you from a personal generic email address such as Gmail, Hotmail or Yahoo. We will not request personal information via text or WhatsApp. Momenta will only ever ask you to add your personal information/supporting documentation to the Momenta People portal. If in doubt, contact us directly before submitting any details or providing documentation.Location: Hybrid/Wolverhampton (First 8 weeks Training - office based, then moves to 2 days WFH/3 days in officeRate: £38,000 - £42,000 and a competitive benefits package, which includes a discretionary annual bonus opportunity of up to 15% of salary.Work Pattern: The hours of work will be 35 hours per week with differing working patterns between 0800 – 1800 hoursMomenta are a UK market leading financial services resourcing business. Momenta have excellent opportunities to develop and enhance your career within the financial services industry. If you have the skills and experience for this exciting role then apply today and don’t miss out on this exceptional opportunity to join the company that provides quality resource, consulting expertise and people development for financial services companies in the UK.
#J-18808-Ljbffr