Mortgage Collections Specialist

Mortgage Collections Specialist

As one of the fastest-growing building societies in the UK, we combine a proud heritage with bold ambitions for the future. Everything we do is driven by our purpose - Helping People Live Better Lives - whether that's supporting our members through financial challenges, strengthening our communities, or acting with integrity at every step.

Due to an internal promotion, we're looking for a Mortgage Collections Specialist to join our Mortgage Servicing team. This is an opportunity to play a key role in supporting customers through financially difficult situations, delivering the right outcomes with empathy, professionalism and expertise.

You'll be part of a supportive, purpose-driven organisation where your work will have real impact - helping customers stay on track and, where possible, remain in their homes.

We are committed to flexible working and can consider part-time arrangements where needed.

What you'll be doing

• Managing a portfolio of mortgage accounts in arrears, supporting customers to find sustainable solutions
• Contacting customers across telephone, digital and written channels to understand their circumstances and agree appropriate arrangements
• Using strong communication and negotiation skills to build trust and achieve positive outcomes
• Supporting vulnerable customers and those experiencing financial difficulty with care and empathy
• Managing accounts through the full collections lifecycle, including forbearance, litigation and redemption where required
• Ensuring all actions, decisions and communications are accurately recorded and fully compliant with regulatory expectations
• Handling complaints through to resolution in line with policy and providing excellent customer service throughout
• Liaising with third parties such as solicitors, field agents and external partners when formal action is needed
• Contributing to first-line assurance activities and maintaining high standards of quality and compliance
• Supporting continuous improvement through feedback, process enhancements and testing

What we're looking for

• Experience in a regulated environment, ideally within mortgage collections or financial services
• A strong customer focus, with the ability to understand individual needs and provide tailored solutions
• Excellent communication and interpersonal skills, with the ability to influence and build rapport
• Resilience and the ability to work in a target-driven environment
• Strong attention to detail and ability to maintain accurate records
• Good problem-solving skills and ability to manage a varied workload
• An understanding of mortgage products and collections processes would be beneficial
• CeMAP qualification (or willingness to work towards it) is desirable

Why join us?

This is a fantastic opportunity to build or further your career in mortgage collections within a supportive and values-led organisation. You'll gain exposure to a wide range of cases, develop specialist skills, and make a genuine difference to customers' lives.

If you're motivated, empathetic, and keen to grow your career - we'd love to hear from you.

What you'll get in return

• Competitive salary of up to 27,263 (depending on skills and experience)
• Intelligent working - split your time between home and our Brierley Hill office
• 30 days' holiday + bank holidays + "Moments that Matter" days
• Up to 8% pension contribution
• Life assurance at 4 salary
• Private medical insurance for you and your family
• Healthcare plan covering everyday essentials such as dental and optical
• Access to salary sacrifice schemes including Cycle to Work and Electric Car

Diversity, Equality & Inclusion

We're building a culture where everyone feels respected, supported and valued. Diversity isn't a tick box for us - it's a strength we actively champion. Whoever you are, you'll be welcomed here and encouraged to thrive.