Mortgage Collections Consultant - Chatham
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About the team:
The Financial Support Team supports customers experiencing financial difficulties, focusing on delivering tailored outcomes for those struggling with mortgage payments. We are committed to doing the right thing for our customers and fulfilling all obligations.
Our Philosophy:
We are dedicated to diversity and aim for our employee base to reflect society. Our recruitment process may include telephone calls, virtual meetings via Webex, and face-to-face interviews. We will support you through each stage.
What You Will Be Doing:
This contact centre role involves liaising with customers via phone, email, letters, or text messages. Your task is to review their financial situation and develop tailored solutions to clear arrears. Responsibilities include:
* Communicating effectively to understand financial circumstances and agree suitable repayment arrangements.
* Using various communication channels to ensure timely interactions.
* Providing high-quality customer service across all methods.
* Making decisions that balance business needs and customer outcomes.
* Identifying vulnerable customers and following the appropriate frameworks.
* Accurately updating system notes.
* Improving performance based on feedback from the Quality Assurance team.
This role is challenging but rewarding, supporting customers during difficult times. Full training will be provided. Working hours are 35 per week, with shifts between 0800 and 1800.
In Return For Your Commitment:
See the benefits at OSB through this link.
Could You Be the One?
We seek talented individuals with:
* Experience in financial support or arrears roles within Financial Services.
* Comfort in handling high-volume calls and engaging with customers over the phone.
* Strong negotiation, communication, empathy, and listening skills.
What To Do Next:
If interested, please apply now. Shortlisted candidates will undergo a personalized interview process, designed to be relevant and conversational.
OSB Group values diversity and equal opportunity, committed to fair treatment and inclusion at all levels. Applicants must have UK work rights and be willing to undergo pre-employment screening.
Nice-to-have Skills:
* Customer Service
* Communication
* Negotiation
* Empathy
Work Experience:
* HR
* Other Sales
Languages:
* English
Seniority Level:
* Entry level
Employment Type:
* Full-time
Job Function:
* Finance and Sales
Industries:
* Technology, Information and Internet
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