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Collections Advisor

Watford, Hertfordshire, United Kingdom, £ £ - Annual Annual, Permanent

Description

Job Purpose

The key purpose of this role is to, along with other team members, ensure the efficient and timely collection of residential and commercial arrears, maintaining a pro-active collections strategy.

This involves telephoning and interviewing borrowers regarding queries and problems with their mortgage, assisting with the completion/provision of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, arranging payment schedules and agreeing arrangements for clearance of arrears.

Core Responsibilities

* Respond to all enquiries, whether received by telephone, in writing or in person, efficiently and in accordance with the Bank\'s Collections Policies

* Process monthly arrears workloads effectively utilising the arrears forbearance toolkit

* Interact with outsourced back office operational team providing advice/assistance and quality checking all work before the release of correspondence

* Identify accounts to be considered for litigation

* Preparing litigation and conveyancing instructions and liaising with external service providers

* Amend mortgage accounts as necessary ensuring accurate entry onto Bank\'s computer system

* Ensure system notes are up to date reflecting the role holders recent dialogue with the borrower

* Raise charges, debit accounts and write to borrower as appropriate and necessary

* Provision of MI and updates to the Management team

* Ensure a consistently high quality of customer service to both external and internal customers is provided

* Achieve the company\'s arrears targets

* Work within the company\'s Vulnerable Customer policy focussing on suitable customer outcomes

* Ensure compliance with all statutory and regulatory requirements for mortgage arrears with particular emphasis on treating customers fairly (TCF)

* Undertake other duties as requested by Line Manager

* Maintain the company\'s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

Experience Requirements

* 12m experience in a customer call handling environment is essential.

* Previous experience in collections is desirable.

* Previous experience in financial services is desirable.

Knowledge Requirements

* Intermediate level skills in Microsoft Word and Excel are essential

* Product knowledge re commercial and residential mortgages is desirable

Job Details

746169732
Not Specified
Watford, Hertfordshire, United Kingdom
Permanent
£ £ - Annual Annual