Collections Agent, Mortgage Focused

Job Description:

  • Engage with customers in mortgage arrears via phone, email, and written communication.
  • Conduct affordability assessments to determine the most suitable forbearance or repayment solutions (e.g., payment arrangements, payment holidays, interest-only options).
  • Identify and support vulnerable customers with empathy and professionalism.
  • Ensure all interactions comply with FCA guidelines, internal policies, with a focus on Treating Customers Fairly (TCF).
  • Accurately update customer records, systems, and case notes.
  • Liaise with internal teams (e.g., risk, legal, compliance) for complex or escalated cases.
  • Stay up to date with regulatory and policy changes affecting mortgage collections and forbearance.

Requirements:

  • 5+ years of experience in mortgage collections or arrears management
  • Strong understanding of forbearance options, affordability assessment, and vulnerability support.
  • Excellent verbal and written communication skills.
  • Ability to work under pressure, manage case volumes, and handle sensitive situations with empathy and discretion.

Benefits:

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