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Collections and Recoveries Adviser, high wycombe
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Client:
Gatehouse Bank plc
Location:
high wycombe, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
1
Posted:
22.08.2025
Expiry Date:
06.10.2025
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Job Description:
Job Summary
The purpose of this role is to be responsible for the day-to-day handling of customers who are having difficulties paying their home or buy to let finance. We want to encourage early engagement with customers and provide support in an empathetic manner and to provide support to customers that is flexible based on their individual circumstances, ensuring the regulatory requirements and an effective customer journey is achieved.
Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.
Key responsibilities
* Making outbound calls, answering incoming calls, and responding to customer correspondence in a timely manner.
* Build customer relationships by actively listening and resolving queries/complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
* Monitor all customer cases where payments are not being made as per the Terms and Conditions of the finance including but not limited to monitoring payments, writing to customers, and liaising with third parties.
* Identify and escalate any issues to managers.
* Develop and maintain a working knowledge of policies, procedures and systems.
* Adhere to the risk framework, identifying and escalating any issues as they arise.
Skills required
* Collections experience required (experience within conventional mortgages or Islamic home financing is desirable).
* Good knowledge of Consumer Duty regulations (desirable).
* Customer service experience in a regulated environment (desirable).
* Experience working with vulnerable customers (desirable).
* Excellent customer service and problem resolution skills.
About us
Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes, Birmingham and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.
We offer highly attractive reward package; the typical benefits include:
* 25 days holiday entitlement increasing with service
* Pension plan
* Private medical insurance
* Income protection
* Life assurance
* Employee referral bonus
Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here.
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