Job Title: Mortgage Collections SME
Location: United Kingdom, Remote
Contract Length: Till the end of 2025, extension into 2026
Competitive Day rate via Rockford Payroll
Job Purpose:
Deloitte Operations are seeking a knowledgeable and detail-oriented Mortgage Collections Subject Matter Expert (SME) to support and enhance our clients collections operations. This role will provide expert guidance on mortgage collections processes, regulations, and best practices, helping to improve customer outcomes and operational performance.
Key Responsibilities:
* Act as the go-to expert on UK mortgage collections processes, systems, and regulations.
* Support frontline collections teams with guidance on complex or escalated accounts.
* Develop and maintain standard operating procedures, scripts, and training materials.
* Collaborate with compliance, legal, and risk teams to ensure regulatory adherence (FCA, MCOB, TCF, etc.).
* Monitor performance trends and identify opportunities for process or policy improvements.
* Assist in system configuration, testing, and enhancements related to collections.
* Provide insight and recommendations during internal audits or external reviews.
Desirable:
* Experience in supporting vulnerability and hardship cases, including forbearance options.
* Prior involvement in operational change, training, or systems implementation.