Role Overview
We are looking for candidates with outstanding customer service skills to deal with the servicing of mortgages throughout the complete cycle, delivering workout solutions to customers experiencing payment difficulties, and managing the delivery of the litigation process via liaison with the appointed solicitors. This is a hybrid role, with the expectation of 3 days per week office attendance following a period of office based training. The initial training program will take place over two locations (Cheadle, Skipton or Uxbridge) and will require 2 - 4 weeks attendance. Following this, all training will take place at our Uxbridge office.
Responsibilities
* Delivering accurate and timely processing of mortgage administration activities
* Regular communication with customers who are experiencing payment difficulties
* Discussing and negotiating arrears workout options, e.g. arrangements, capitalisation, loan workouts, shortfall sales, etc.
* Monitoring agreed workout strategies to ensure they are complied with, and taking further action in accordance with the Special Servicing Manual where appropriate
* Analysing problems, thinking creatively, and making effective decisions in an appropriate timescale
Qualifications
* Recent experience in a Collections role
* Experience in dealing with customers experiencing financial difficulties
* Prior exposure to operational loans, preferably in a mortgage context
* The ability to offer outstanding customer service
* The ability to effectively relate to the customer and communicate pertinent information in a cohesive and relevant manner
* Experience within the Financial Services Industry
* Excellent organisation skills
* Strong English verbal and written communication skills
* Great attention to detail
* An understanding of Consumer Duty
* A good understanding of regulatory requirements and the impact these have on the business
Benefits
* Pepper Advantage is one of the leading loan servicing companies in the UK, and we are currently recruiting for Arrears Specialists to join our dynamic and growing team in Uxbridge, London.
* Benchmarked salary of £33,000 per annum
* Hybrid working
* Private medical insurance
* Salary Sacrifice Pension matched up to 8%
* 25 days holiday per year + bank holidays
* EAP
* Enhanced maternity and paternity
* Wellbeing and Volunteering days
* Eye care contribution
* Life Assurance
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