About The Role
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
This Senior Specialist role focuses on managing complex arrears cases, including those involving vulnerable customers, helping to deliver fair outcomes while protecting the Society from risk.
You’ll take ownership of Residential, Commercial and Buy-to-Let mortgage accounts with serious arrears or breaches, working to find balanced, sustainable solutions. The role also includes overseeing possession proceedings, managing property sales, and maximising recovery of any shortfall balances, all in line with regulatory and best practice standards.
As a key member of the team, you’ll also deputise for the Financial Difficulties Senior Manager, providing support and leadership where required.
Responsibilities
* Lead the management of complex arrears and breach of terms cases, including vulnerable customers
* Operate with a high mandate level, approving non-standard forbearance and complex decisions
* Act as an escalation point for colleagues and deputise for the Financial Difficulties Team Senior Manager
* Oversee litigation and recovery activity, including court submissions, possession proceedings and pre/post-hearing strategies
* Manage third parties (solicitors, asset managers, LPA receivers), ensuring performance and SLA adherence
* Take ownership of repossession processes, including property sale strategy, approvals and shortfall recovery
* Present complex cases to senior leadership, providing clear, risk-based recommendations
* Maintain strong regulatory compliance (including MCOB and pre-action protocol) across all activity
* Identify and support vulnerable customers, ensuring tailored and appropriate outcomes
* Collaborate with internal stakeholders to manage risk, MI reporting and complex portfolio cases
About you
* Strong knowledge of mortgage products and MCOB, including detailed understanding of The Nottingham’s procedures, legislation and regulatory requirements
* Proven experience managing complex, customer-facing situations with confidence and professionalism
* Extensive mortgage arrears and litigation experience, including preparing court documentation and overseeing asset managers and solicitors
* Expertise in supporting and managing vulnerable customers
* Background within Financial Services
* Excellent communication, organisation and stakeholder management skills
* Highly IT literate, with strong proficiency in Microsoft Office and understanding of web-based systems
* Solid and up-to-date knowledge of MCOB
Reward & Benefits
* A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
* Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
* For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
* A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
* A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
* We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
* Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.
Embracing Diversity Together
We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers. Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.
About us
We are a mutual, which means we don’t have shareholders. Instead we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So we’re always striving to do the right thing for our team, communities and members.
Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.
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