Mortgage Services Arrears Consultant

We are a major specialist in the Buy to Let Mortgage market and due to our continued success, we are now seeking Mortgage Services Arrears Consultants to join our team in Cardiff. This role is to provide full customer service for our loans customers from the day of completion all the way to redemption, with a specialism in handling arrears cases.

We offer a competitive package of benefits including the flexibility to work from home 2 days per week post-probation, Mon to Fri 9am to 5pm working hours, 25 days annual holiday plus bank holidays, an additional day off on your Birthday, 11% non-contributory pension and a discretionary annual bonus. Furthermore, you would be entitled to free private health insurance, life assurance, income protection and enhanced parental leave packages. There would also be the opportunity to gain formally recognised industry qualifications within a team oriented and friendly business, for example CeMAP.

This is an exciting opportunity for an experienced mortgage services or mortgage arrears professional to join our successful and expanding company, working in a high performing, friendly and collaborative team.

This is a varied role, covering all post completions mortgage customer service duties along with all aspects of mortgage arrears, from payment collection, arrears management and forbearance through to managing default cases, litigation, instructing LPA Receivers of Rent and property disposal. You will also be responsible for breach of mortgage terms cases, pro-actively contacting customers and managing these cases through to resolution.
This position will involve communicating with customers and third parties both by telephone and in writing. You will handle all processes with accuracy and within agreed timescales in a compliant manner and in line with regulatory guidelines.

Key Outputs & Responsibilities
• Pro-actively contact customers to professionally and effectively maximise the collection of late payments and recovery of arrears, to bring accounts up to date.
• Identify and assess customers who are in difficult financial circumstances, provide support and review options for resolution of arrears, signposting where appropriate to help customers manage their loans.
• Support vulnerable customers with an empathic approach to their sensitive and unique situations. Refer / escalate such cases as necessary.
• Agree and monitor arrangements to repay arrears.
• Monitor and manage manual payments.
• Take card payments over the telephone.
• Send Letters Before Action.
• Instruct Field Agent visits.
• Provide recommendations on longer-term recovery strategies to line manager.
• Administration of cases in default.
• Prepare case referrals for consideration for instruction of LPA Receivers of Rent or Litigation.
• Manage properties in Receivership via liaison with the appointed LPA Receivers of Rent.
• Monitor the delivery of the litigation process via liaison with the appointed solicitors.
• Ensure relevant documentation and information received is checked for adherence to policy and criteria.
• Deal with queries and enquiries effectively, accurately, and professionally, delivering excellent customer service.
• Adhere to internal/external compliance, credit review and audit requirements.
• Apply all aspects of the desired consumer outcomes of Treating the Customer Fairly (TCF).
• Use initiative to resolve queries outside own area of expertise.
• Train and mentor new team members.
• Provide flexible administrative support to the Mortgage Services team as required by line management.
• Be a team player within both the Collections Team and the wider Mortgage Services Team and support the company in our objectives.

To be successful, you should have the below experience:-
• Proven collections experience, ideally in mortgages.
• Previous experience of working within a customer service mortgage environment including outbound calling to customers.
• Excellent communication skills, both written and verbal.
• Good listening and questioning skills to effectively gain a thorough understanding of the customer’s circumstances and what is required.
• An assertive, but tactful and empathetic approach with customers whilst always considering their circumstances and any vulnerabilities.
• Strong negotiation skills and the ability to explain financial matters clearly.
• Self-motivated and driven to achieve results.
• Resilience when having challenging conversations.

In return, we can offer the opportunity to join a successful and well established company who can offer a secure and stable future. A generous starting salary plus full benefits package and a discretionary annual bonus along with hybrid working.

Please submit your CV asap for immediate consideration.