Collections Officer

Collections Officer

Specialist Mortgages

London - Hybrid

Up to £46,000 pa

We are very pleased to be working with a well established and award winning London based Buy to Let lender, on their search for a Collections Officer to join the team.

Responsibilities:

• To be the first contact point for specialist mortgage customers and/or their authorised representatives on any current or impending payment issues.
• To manage missed payments on accounts, making initial contact with the customer in line with our agreed contact strategy.
• To work with customers in a polite, professional, and sensitive way, to clear missed payments quickly wherever possible, agreeing alternative payment methods where applicable.
• To offer treatments to prevent any repeated missed payments, such as updating the payment date or updating direct debit details.
• To liaise with customers and/or their authorised representatives to understand the root cause of shortfall payments, identifying cases where financial difficulty is the primary cause. Where it is, offering the necessary support and payment plans to correct the account.
• To manage accounts that remain in payment shortfall, maintaining regular contact with customers or their authorised representatives in line with the banks contact strategy.
• Creating trigger and referral reports for escalation of accounts to our business support team in the event of non-correction, with recommendations for future action where appropriate.
• To manage pre arrears and early warning indicator cases completing assessments and customer contact in line with process and policy requirements.
• To maintain accurate customer records across company's databases and systems for accurate audit trail on all accounts. This includes application of the correct forbearance flags on the customer account.
• To work towards, obtain and maintain a mandate to authorise early forbearance on customer accounts, including payment arrangements and payment deferment.

Skills and experience:

• Demonstratable experience within a collections role, within an FCA Regulated organisation.
• Respectable understanding of regulatory and legal requirements.
• Intermediate skills in Microsoft packages, including Word and Excel.
• Demonstratable experience within mortgage collections would be beneficial.
• Good standard of education, including GCSEs (or equivalent) in English and Maths at Grade 4 or higher.

Benefits:

The business offer many amazing benefits, these include:

• Hybrid working
• Subsidised gym membership
• Private medical insurance
• Cycle to work scheme
• Excellent pension scheme
• Death in service benefit
• Enhanced maternity and paternity leave