Customer Service - Mortgage Accounts

The Northview Group
14 May 2017
13 Jun 2017
Contract Type
Full Time

Overall Purpose of Job

The principle responsibility of the Servicing Advisor role is to communicate with customers and/or their representatives (e.g. solicitors, debt advisors, brokers) in order to provide forbearance solutions specific to a customer’s individual circumstances and within the client’s credit framework. This process will be achieved through contact and consultation with the aim of understanding the customer’s financial circumstances and therefore enabling appropriate forbearance options to be discussed. Requirements or circumstances outside of the client credit framework are to be detailed and escalated as appropriate.

Key Accountabilities

  • Carry out post, email and telephonic duties (manual and auto/predictive dialler activities). This will include:
  • Completing DPA checks

  • Handling standard queries and specialist enquiries where appropriate, transferring non-arrears enquires that cannot be dealt with to other departments

  • Taking payments from customers & authorised parties

  • Accurately recording events (e.g. telephone calls) onto the Account administration systems

  • Responding to inbound calls and conducting outbound telephonic campaigns on defaulting loans & mortgages

  • Effectively conclude forbearance options, using influencing and questioning techniques. This will include:

  • Accurately capturing information to assess customer circumstances including customer Income & Expenditure information

  • Operating within the prescribed client credit framework, escalating requests/requirements falling outside the client framework to the appropriate level

  • Ensuring decisions are made in line with Client Policy rules and Financial Regulations & Legislation. This will include:

  • Consideration of Forbearance options

  • Instruction of field agents

  • Identifying vulnerable customers & considering referral to the Vulnerable team

  • Escalation of requests outside of the client credit framework to the appropriate party

  • Investigating & responding to complaints raised by customers and/or their representatives at first point of contact

  • Carry out external service provider administration. This will include:

  • Respond to any account/customer related queries raised by external service providers

  • Investigate & where possible close customer complaints raised by customers and/or their representatives in a 'One Touch’ manner.

  • Assist in the review of processes & procedures as part of a continuous improvement programme

  • Carry out other tasks & duties as assigned by Reporting manager/Consultant

  • Decision Making

  • Customer Focussed with the ability to adapt to changing situations

  • Collections Focussed with a good understanding of questioning techniques

  • Service Quality Focussed with Good Time Management

  • Good Interpersonal skill with ability to Communicate effectively

  • Functional/Technical Knowledge

Experience, Knowledge and Skills

  • Understanding of the collections and litigation process
  • Ability to work in within a fast paced, telephone based financial environment, with a desire to exceed expectations
  • Positive attitude and resilient when faced with challenging situations
  • Ability to assess, analyse & recommend solutions to customer & process related challenges/problems
  • Ability to show empathy to a customer’s situation without judging
  • High degree of numerical & grammatical accuracy with an attention to detail
  • Multi-tasking in the role to ensure that the business one touch approach to customer service is taken forward


  • Minimum of 5 GCSEs (or equivalent) at C, to include Maths and English