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