Job Title: Mortgage Arrears Specialist
Location: Oxfordshire 2 days a week WFH
Salary: Up to £35,000 depending on experience
Hours: Monday to Friday 9 am to 5.30 pm
Benefits:
* 23 days holiday plus bank and public holidays
* Simply Health Cash plan
* Employee assistance programme
* Bupa (after qualifying period)
* Free Legal and Conveyance fees
* Volunteering days off
* Enhanced Maternity and Paternity Leave
* Company sick pay
* Ongoing learning and development opportunities
About the position of the Mortgage Arrears Specialist:
Following a new partnership with a major retail bank, the firm is expanding its litigation support division—creating the perfect time to come on board.
As a Mortgage Arrears Specialist, you’ll play a key role in delivering compassionate, professional support to customers navigating mortgage arrears.
This position is ideal for someone with solid experience in mortgage arrears/litigation/servicing, a good understanding of lending products, and a background in a lender or loan servicer. It’s a fantastic opportunity to be part of a growing team at the start of something new, with real potential to shape its future in a dynamic and supportive workplace.
Responsibilities for the role of Mortgage Arrears Specialist:
* Handle customer queries and information requests professionally.
* Contact customers regarding overdue balances, payments, and fees.
* Conduct inbound and outbound calls with empathy and professionalism.
* Assess arrears situations, gather financial information, and update affordability data.
* Discuss and agree on suitable repayment arrangements.
* Identify and support vulnerable customers per policy and client requirements.
* Present arrears solutions in line with client requirements.
* Escalate cases for legal action when necessary.
* Report incidents that may impact customers.
* Identify and escalate potential financial crime or money laundering cases.
Experience and skills required for the role of Mortgage Arrears Specialist:
* Proven experience in Mortgage arrears, litigation or servicing
* Awareness of legal and regulatory environment in relation to mortgage lending and administration.
* Customer-focused approach, preferably with awareness of Consumer Duty.
* Exceptional telephone skills and strong written and verbal communication skills as well as high levels of integrity
* Proficient in Microsoft Suite, particularly Excel.
For more information regarding the role of Mortgage Arrears Specialist please contact us
Stellar Select is acting as an employment agency and is a corporate member of the REC.
Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days