Everyone should have the opportunity to own a home. But the system is broken. House prices have grown faster than incomes for decades, and thousands of people have been locked out of homeownership and the opportunities it can bring. We’re rebuilding the homebuying process to make it simple, transparent and fair. How? We bring dynamic criteria designed for real-life lending, innovative products, customer-first service, and our own conveyancing to support everyone from first-time buyers to home movers and remortgagers as they find their place on the property ladder. The challenge is huge, and we’re looking for people who are passionate about delivering fantastic customer outcomes. Working at Gen H means proactively embracing new challenges, working comfortably with deadlines and taking initiative. We value honesty and humility, and thrive in a humble, low-ego environment. Harnessing innovative tech and the talent of our smart, ambitious team, we’re building a fairer mortgage market. If you can help us move the dial, we want to hear from you! Your mission Step into a role that truly makes a difference. As a Senior Mortgage Servicing and Arrears Specialist, you will provide crucial support to homeowners through some of their most challenging financial moments. You will bring your expertise in proposing recovery strategies, and agreeing contract variations under forbearance, voluntary sales and litigation. You will handle customer servicing queries, have in-depth conversations with customers, collect income and expenditure details, offer forbearance and ultimately help customers find solutions to financial difficulties – all with empathy, honesty, and tact. You’ll play a critical role in supporting customers during a vulnerable part of their homeownership journey where it’s more important than ever that they feel supported, cared for, and well-prepared to make the best decisions for themselves. We’re a fast-moving, forward-thinking startup thats all about shaking things up for the better. We’re constantly evolving to build smarter, faster, and more impactful solutions for our customers. This isn’t just about keeping up – it’s about leading the way. We want your expertise to help us create experiences for our customers that truly are market-leading. Your role As Mortgage Servicing and Arrears Specialist, your day-to-day involves: Responding to customer servicing queries with clarity, speed, and empathy Proactively monitoring and supporting customers with potential financial distress/hardship and failed direct debits and stepping in early to offer support Establishing contact with customers experiencing payment shortfalls, always following regulation, process, and policy Establishing customer circumstances, and agreeing and monitoring suitable forbearance solutions Navigating sensitive conversations with vulnerable customers Managing account maintenance, redemptions, and product switching Managing approvals of consents to let and overpayment requests Taking action on unresolved debt recovery as needed Identifying and handling complaints Keeping process maps and procedures relevant and up to date Constantly reviewing how we do things – streamlining, refining, and feeding into future product development Requirements Our ideal candidates will have: 2 years’ experience in a senior mortgage servicing and collection role, including litigation and recoveries Experience supporting customers in arrears and offering sustainable forbearance solutions Experience monitoring of arrears cases and recommendation of forbearance and exit strategies Experience designing and improving processes Experience producing management information Logistics The hiring process consists of an initial phone/video call to chat about the role, any questions you have, and your experience; a 1-hour values interview via phone/video call with some of the colleagues; and a 1-hour onsite competency interview with our hiring manager. We also like to conclude with a short final conversation with one of our founders! During each stage, we will reserve time to answer your questions and ensure this is the right opportunity for you. What we have to offer £37,000 to £40,000 base salary depending on experience Private Health Care with Vitality 38 days holiday (including bank holidays) Enhanced maternity and paternity leave Cycle to Work Scheme