Customer Service Account Managers x 6

Personnel Selection
Fleet, UK
17 Oct 2019
25 Oct 2019
Contract Type
Full Time
We are a leading 3rd party Mortgage Servicing company specialising in the buy to let mortgage sector and due to continued growth and acquisitions we are seeking an additional five Customer Account Managers to work within our Operations department being responsible for your own caseload of customers customer accounts which are approaching or are in arrears. You will be working Mon to Fri 9am to 5pm with free parking, 25 days holiday, generous annual bonus up to 15% of salary and a full benefits scheme with a salary of up to £27k.

We are a successful and stable company and you will be part of our busy support team who deal with all aspects of administration and customer liaison for our existing customer accounts and their payment plans. This is very much a consultative arrears management role whereby you will build up a lasting relationship with your assigned customers with the aim of assisting them through any payment difficulties they encounter during the life of the mortgage with the ultimate aim of getting their payment plan back on track and avoiding any litigation by using your account management and problem solving skills with an empathetic approach to your customers.

The main focus of the role will be as follows:-

To manage customer accounts through early identification of financial distress by pro-active customer contact.

To successfully influence the outcome for both the customer and company, limiting the escalation of arrears to litigation, with a satisfactory customer outcome.

Ensure compliance and adherence at all times to the 6 TCF principles, and all other regulatory requirements.

Contact all customers where potential hardship/vulnerability is identified and where the direct debit fails for payment collection.

Contact customers in arrears by telephone and/or in writing; through thorough relevant questioning establish the customer circumstances and reason for the payment shortfall and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.

Implement forbearance measures at the earliest opportunity.

Through case management, build and maintain the customer relationship for all customers in arrears building a financial profile whilst gathering information from the customer in order to negotiate a sustainable payment plan.

Adhere to procedures to implement best practice; challenging when necessary in line with Arrears Consultant mandate, escalate where appropriate.

Work closely with the Field Managers/Agents issuing field visit requests in a timely manner when unable to contact the customer.

Work individually and as part of the team to reach set targets.

Liaise with other departments within the Company to ensure optimum service for the customer and to minimise risk for the Company.

To be successful as one of our Mortgage Operations team within the Arrears section, you will ideally have previous experience of working within the mortgage and/or financial services sector within a customer account or case management role. Previous experience working in a mortgage collections/arrears team being an advantage, although you could have arrears experience within another financial services sector or property organisation eg. Lettings. However we will provide full training and so we are also happy to consider applications from candidates seeking a change of career who may currently work within sales, property or another case management customer service role as we will provide full training.

In return we can offer a generous salary plus bonus, 35 hour working week, 25 days holiday, full benefits package and on site parking plus the opportunity to further your career within the business.

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