About UsWe all know happiness comes from within. And it’s no different with Money Happiness. It starts right here! At Saffron BS we’re ready to build it, inspire it and celebrate it with our members, people and communities.So whatever that ‘happy’ is – from picking up the keys, to saving for that big day – we’re here with open arms, curious minds and the kettle on. Ready to cheer our members on when they’re winning, or build them back up when things haven’t gone to plan. And why? Because that’s what families do. For us, this is much more than a job. We’re here to make things better, roll up our sleeves and think what’s next to rebuild. Our people are the beating heart of Saffron and it takes each and every one of us to provide the service we’re proud of. So bring you! Your energy, an abundance of team spirit and your hunger to help.Together we’re building happy.Rewards & BenefitsFlexible working; all our roles have flexibility, it’s just some offer greater flexibility than others, just ask us!Recognition Scheme Annual Bonus SchemeUp to 3 days annual paid volunteering leavePhysical, Mental and Financial Wellbeing support Pension, Life Assurance & Income ProtectionHoliday ExchangeStaff Mortgage Benefit The RoleWe are recruiting for a Senior Arrears/Collections Officer to join our member focused Arrears Team on a permanent basis. Our Arrears role would suit a professional, trustworthy and influential individual with the ability to communicate well and remain calm while under pressure.Key Responsibilities (not limited to)Assisting Mortgage Servicing Manager in performing regular Quality Assurance, Training and Competency checks, producing and checking Arrears data.Mortgage Servicing Manager in supporting team members with complex cases, identifying and addressing training & development needs.individual and team work, strive to exceed SLAs by maintaining awareness of workloads and assisting other team members.a willingness to acquire the mindset of a competent Senior Arrears OfficerMonitoring, reviewing and controlling arrears cases in accordance with Society Policy and Procedures, Codes of Conduct and Regulation and within agreed Service Level Agreements (SLA's)Liaison with customers with mortgage arrears to develop a plan for dealing with their financial difficulties and clearing the arrears, consistent with both the customers' interests and the Society's commercial interests delivering a "best in class" serviceMonitoring and ensuring adherence to negotiated payment plans.Negotiating with the customer and capitalisation of arrears within the terms of the Society's Policy and Procedures.Instructing and liaising with External Agents to conduct arrears visits to counsel the borrower in order to come to an arrangement with the borrower to bring the account up to datePreparing forbearance reviews and documentation for the Society's Solicitors to commence possession proceedings with a view to obtaining an Order from the CourtPreparing forbearance reviews and documentation for the Society's Solicitors to instruct our ReceiverPreparing documentation to enable possession cases to be closed, including MIG claims where appropriate.About YouPassionate about building excellence through delivering a service you can be proud of Excellent communication skills to build strong connections with our customers Outstanding attention to detail and accuracyRespectful and kind; the way we treat each other sets the tone for how we treat our customers