Mortgage Arrears Officer

Full Time Permanent

South Wales Jobs

Job Title: Mortgage Arrears Officer

Location: Hybrid Home based 3 days; office based 1-2 days a week – Office based in Cardiff

Vacancy type: Permanent

Salary: Up to £25,000

Hours: Monday to Friday 9am to 5pm (may be asked to work an 8am to 4pm shift in the future


26 days holiday
Generous Pension up to 15%
Private Medical Insurance
Life Cover
Critical Illness cover
Annual discretionary bonusAbout the role of Mortgage Arrears Officer

Working for an established bank going through a massive period of growth, we have 2 vacancies for Mortgage Arrears Officers to deliver exceptional customer service, to mortgage customers negotiating key critical events, during the lifetime of the mortgage term.

We are looking for individuals with collections experience gained with a mortgage lender or mortgage servicing business or from a FCA regulated business. There is the opportunity to work from home 3-4 days each week but will need to be prepared to work in the office a min of once a week if required too

Responsibilities required for the role of Mortgage Arrears Officer

Reporting to the Customer Care Team Leader, you will help customers and/or their advisers negotiate and apply solutions to key critical events during the lifetime of their mortgage.
Working under the guidance of the Customer Care Team Leader you will apply remedies defined within our arrears, forbearance, and litigation policies, ensuring that shortfalls and mortgage arrears are pursued in accordance with regulation, specifically MCOB and our Vulnerable Customers Policy. You will administer each account up to where arrears have been discharged and beyond upon direction to monitor the effectiveness of any forbearance arrangement applied. In doing so you will have regard for MCOB 13.5.3 & 13.5.4 and not apply undue pressure on the customer and/or IFA.
Working under the guidance of the Customer Care Team Leader you will work sensitively with the personal representatives of deceased mortgage customers to ensure that the loans of the deceased are repaid in accordance with the period of grace defined within by the mortgage product term and escalating where the redemption terms have not been observed to the Customer Care Team Leader and Manager
You will support our Mid Term Mortgage Specialist by applying agreed repayment solutions to mortgage accounts and communicating with customers and/or their IFA to confirm their implementation.
You will support our Mid Term Mortgage Specialist implement solutions where customers want to release value in their homes through appropriate equity release schemes.
You will always ensure that customers are treated fairly and responsibly, providing evidence to support the decision-making process at every stage of your interaction with the customer and their IFA.
You will act as a point of escalation and support for the Operations function offering bespoke solutions to day-to-day operational issues or where necessary escalating, in the first instance, to your team leader. * Using our quality assurance framework, you will ensure that you perform competently within the framework, ensuring compliance within the training and competency framework.
Ensure manual and computer-based records notes are maintained in an accurate, timely and efficient manner, and any actions taken are in accordance with agreed service levels and business objectives.
Provide support and guidance to other members of the Customer Care team when required. * Comply with all company policies and procedures and legislative and regulatory requirements, including, but not exhaustively, those related to Data Protection, Money Laundering, Health & Safety, FCA, Employment and other legislative requirements (as applicable).
Working in collaboration with the Customer Care Team leader and our Mid Term Specialists you will prioritise work queues to ensure service standards are met and work queues prioritised in accordance with your Customer Care Team Leader.
Carry out any other reasonable tasks as and when requested by the Customer Care Manager and Team LeaderExperience required for the role of Mortgage Arrears Officer

Min of 12 months collections experiences ideally with a later life or mortgage lender or with a financial services businessFor more information regarding the role of Mortgage Arrears Officer please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days


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