Job Description
An established financial services provider is seeking a dedicated Mortgage Collections Officer to join their Mortgage Services department. Reporting to the Mortgage Collections Team Leader, this individual will play a key role in delivering outstanding customer service while managing mortgage arrears and related administrative processes in a compliant and customer-focused manner.
Key Responsibilities:
Customer Service & Arrears Management
Provide high-quality support and guidance to customers experiencing payment difficulties.
Maintain regular contact with customers in arrears, exploring appropriate solutions aligned with regulatory standards.
Manage changes to customer accounts, ensuring records remain accurate and up to date.
Act as a Vulnerable Customer Specialist, delivering empathetic and tailored service.
Handle complaints in accordance with internal policies and procedures.
Mortgage Administration
Review concession and contract variation requests, making informed and accurate recommendations.
Process monthly unpaid Direct Debits and produce regulatory arrears correspondence (e.g., quarterly statements, 2+ month arrears letters).
Complete mortgage payment and redemption processing, and other related administrative tasks.
Contribute to quality assurance by checking mortgage completion documents and related scanning tasks.
Take and distribute minutes from monthly arrears meetings.
Internal Collaboration & Project Support
Liaise with internal departments and external stakeholders to ensure effective communication and case resolution.
Support wider departmental initiatives, including system testing and Society-wide projects.
Key Competencies:
Organisation: Ability to manage own workload and meet strict deadlines.
Customer Focus: Demonstrates a genuine passion for helping customers and resolving issues.
Communication: Strong verbal and written communication skills, with a clear, empathetic approach.
Attention to Detail: Delivers accurate work with a high level of diligence.
Teamwork & Positivity: Collaborates well with colleagues and adapts positively to change.
Qualifications & Experience:
Minimum 1 year's experience in mortgage collections, arrears management, or a similar role.
Experience working in a regulated environment (e.g., FCA-regulated financial institution).
5 GCSEs (A-C) including Maths and English, plus A-Levels or equivalent Level 3 qualifications.
CeMAP qualified (preferred).
Good knowledge of mortgage products and current UK mortgage legislation.
Compliance & Regulatory Responsibilities:
Adhere to internal policies, FCA guidelines, and Treating Customers Fairly (TCF) principles.
Maintain awareness of risks and ensure all relevant controls are followed.
Comply with anti-money laundering (AML) and counter-terrorism financing regulations.
Complete regular training to maintain up-to-date compliance knowledge.
Promptly report any suspicious activity in line with internal reporting procedures.
Additional Information:
This role supports the wider goals of the organisation by contributing to departmental efficiency and customer satisfaction.
Occasional support of other duties across the Mortgage Services function may be required.
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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
