Overview
The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.
What you will be doing
In this role, you will have the opportunity to support Vulnerable Customers who require individually tailored solutions due to difficult personal circumstances. This involves communicating with Vulnerable Customers, understanding the impact and offering support when managing their mortgage account. This may include assisting with the completion of income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, exploring forbearance options whilst providing excellent customer service for those in difficult financial circumstances.
Your responsibilities
* Supporting vulnerable customers by providing a bespoke approach
* Communicating effectively utilising specialist tools such as TEXAS, CARERS, IDEA, CRISIS and BRUCE
* Build a relationship with customers to understand their circumstances offering support through the group\'s forbearance toolkit within mandated controls
* Compiling relevant letters and communication in line with financial support processes for customers whilst ensuring they are tailored to the customer
* Ensuring that recorded keeping is line with regulatory requirements
* Responding to all enquiries, whether received by telephone or in writing, efficiently and in accordance with the Group\'s financial support, forbearance and vulnerable customer policies
What we’re looking for
* Previous experience in a Collections role within Financial Services
* Experience supporting vulnerable customers with varying needs
* Strong verbal and written communication skills
* Advanced skills in using empathy, resilience and discretion
Hours
The hours of work will be differing work patterns between 8am - 6pm.
What’s in it for you
* Base salary dependent on experience from £27,500 - £31,500 and a competitive benefits package including:
* Enhanced family-focused benefits
* Medical Cash Plan
* 28 days annual leave plus bank holidays
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