Mortgage Servicing Agent (Customer Arrears Support) Maidenhead

Overall Purpose of Job

The principle responsibility of the Servicing Advisor role within the Early Arrears department is to communicate with customers and/or their representatives (e.g. solicitors, debt advisors, brokers) over the phone in order to provide forbearance solutions specific to a customer’s individual circumstances and within the client’s credit framework. This process will be achieved through contact and consultation over the phone with the aim of understanding the customer’s financial circumstances and therefore enabling appropriate forbearance options to be discussed. Requirements or circumstances outside of the client credit framework are to be detailed and escalated as appropriate. The majority of these customers will be in early arrears and will have missed less than 3 months payments.

Key Accountabilities

Speak to customers over the phone (manual and auto/predictive dialler activities and carry out the following:

- Data Protection checks

- Handling standard queries and specialist enquiries where appropriate, transferring non-arrears enquires that cannot be dealt with to other departments

- Taking payments from customers and authorised parties

- Accurately recording converstationsonto the account administration systems

- Responding to inbound calls and conducting outbound calling campaigns on defaulting loans & mortgages

Present and discuss forbearance options with the customers or their representative andusing influencing and questioning techniques reach a solution to the address the arrears. This will include :

- Accurately capturing information to assess customer circumstances including customer Income & Expenditure information

- Operating within the prescribed client credit framework.

Ensuring decisions are made in line with Client Policy rules and Financial Regulations & Legislation. This will include:

- Consideration of forbearance options

- Instruction of field agents

- Identifying vulnerable customers & considering referral to the Vulnerable Team

- Escalation of requests outside of the client credit framework to the appropriate party

Respond to any account/customer related queries raised by external service providers [KD2]
Identify, investigate and where possible close customer complaints raised by customers and/or their representatives in a 'One Touch’ manner.
Assist in the review of processes & procedures as part of a continuous improvement programme

Carry out other tasks & duties as assigned by Reporting manager/Consultant

Experience, Knowledge, Skills
Positive attitude and resilient when faced with challenging situations
Ability to assess, analyse and recommend solutions to customers and process related challenges/problems
Ability to show empathy to a customer’s situation without judgement
High degree of numerical and grammatical accuracy with an attention to detail

Understanding of the collections and litigation process (desirable)
Ability to work in within a fast paced, telephone based financial environment, with a desire to exceed expectations

Multi-tasking in the role to ensure that the business "One Touch" approach to customer service is maintained

Customer focussed with the ability to adapt to changing situations
A good understanding of questioning techniques
Service Quality focussed with good time management
Good interpersonal skill with ability to communicate effectively

Strong decision making skills

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Contract Type
£20,000 - £23,000 + Benefits
Start Date
Expiry Date
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