Mortgage Arrears Specialist



Ref: 2072Tuesday 14 May 2024

up to £35k per annum

Mortgage Arrears Specialist

Leicestershire area/Hybrid

Up to £35k

Do you want to work in a customer focussed environment, building relationships with customers, and offer a first-class service?

Our client is a mortgage and savings provider, and they are seeking an experienced arrears individual to join their Servicing team, to undertake all mortgage servicing administration and projects within the mortgage support team. The role will be focussing on speaking to customers who have found themselves in financial difficulty, and coming to a resolution that benefits both the customer and our client. The role will also gain you exposure to more complex lending/arrears, such as commercial portfolios and interest only lending, as our client is happy to train the successful individual in these areas.

Our client operates a hybrid approach to the working week, with 2 days in the office (one must be a Thursday and the other of your choice).

Duties will include:

  • Manage customers primarily 1 month and over, by having regular communication and agreeing payment arrangements.
  • Forbearance – Identify potential impairment and find suitable solutions to help the customer, with ongoing management and reporting.
  • Proactively engage with borrowers experiencing ongoing or one-off instances of missed payments.
  • Term expiries – where the repayment strategy is highlighted to not be in place, liaise with customer to find a satisfactory outcome for repayment of funds owed.
  • Recognise potential customers who could benefit from a referral to an equity release/lifetime mortgage company.
  • To have empathy with and understand customers circumstances, to find a suitable repayment solution keeping the customers best interest at the fore front.
  • Liaise with Solicitors and Estate Agents with regards to repossessing a property taking the process through to sale completion.
  • To process repayment holiday requests, ensuring consideration is given to whether or not forbearance needs to be considered and escalating where appropriate.
  • Assess and authorise up to 3 months interest only repayment requests, ensuring appropriate diary notes are placed onto the account so that mortgages revert to repayment at the appropriate time.
  • Play an important role in the success of managing the mortgage portfolios as part of the servicing team.

The successful candidate will possess:

  • Previous Mortgage Arrears experience.
  • Confident approach to speaking with customers regarding their financial difficulties.
  • Experience with more specialised lending would be highly desirable.