Job Title: Arrears and Litigation Specialist Location: Uxbridge Hybrid 3 days WFH Salary: Up to £33,000
* 25 days holiday plus public holidays
* Private medical insurance
* Salary Sacrifice Pension matched up to 8%
* Season Ticket Loans
* Cycle to Work Scheme
* Employee Assistance Programme (EAP)
* Enhanced Maternity and Paternity
* Wellbeing Days
* Volunteering Days
* Free Hot Drinks
* Eye Care Vouchers
* Relaxed Dress Code
* Discounted Gourmet Society Taste Cards
* Discounted RAC Vehicle Breakdown Cover
* Discounted Gym Membership
* Life Assurance
About the Arrears and Litigation Specialist
Are you looking to build a career in the mortgage or financial services industry? This role could be your ideal next step. We’re on the lookout for individuals who are driven by doing the right thing for customers, especially those who are facing financial hardship. You might be working in utilities, housing, collections, or another regulated environment and want to step into the world of mortgages. If you understand how to support vulnerable customers and are comfortable handling sensitive conversations, we want to hear from you. As an Arrears and Litigation Specialist, you’ll work with customers who are struggling with their mortgage payments. You’ll provide support, assess their situations, and offer tailored solutions. You’ll also play a part in managing the litigation process alongside solicitors, gaining invaluable experience in a highly regulated, stable sector. This is an opportunity to build mortgage servicing expertise, work in a supportive, people-first culture, and develop professionally in a role that makes a real difference to customers\' lives.
Responsibilities
* Delivering accurate and timely processing of mortgage administration activities
* Engaging in proactive, empathetic conversations with customers in arrears
* Conducting income and expenditure reviews to understand customers' affordability
* Negotiating and recommending sustainable solutions such as payment arrangements, capitalisation, or assisted sales
* Providing effective signposting to third-party support services where needed
* Monitoring agreed solutions and ensuring follow-up actions are taken
* Working with appointed solicitors to support the litigation process
* Making fair and responsible decisions in line with Consumer Duty guidelines
Experience required
* Recent experience in a collections, customer support, or arrears-related role
* Comfortable handling income and expenditure assessments and making affordability-based recommendations
* A strong understanding of customer vulnerability and how to support it sensitively
* Confident and clear communicator - both written and verbal - with excellent listening skills
* Previous experience with regulated financial products (mortgages, loans, utilities, housing, etc.)
* Highly organised with good attention to detail and a desire to deliver excellent service
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