Job Details

Click here to become a registered jobseeker.

Collections Advisor

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


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

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