Customer Support Officer - Mortgage Collections

The role is part of the Collections and Recoveries team within Risk Services supporting Retail Mortgage customers. The role is primarily responsible for pro-active management of cases in arrears, assessing customer circumstances and where appropriate, offering solutions (including tailored forbearance) to mitigate losses and deliver good customer outcomes; this includes the management of late arrears cases and liaison with external solicitors where enforcement action has commenced. This role requires a high level of communication, negotiation skills, and a thorough understanding of banking regulations relating to customers experiencing payment difficulties, including Consumer Duty. Experience Required - Proven track record and proven experience in dealing with Collections and Recoveries accounts in a Banking environment. - Knowledge of the Residential Mortgage Collections & Recoveries industry is preferred. - Experience of liaising with third parties, for example solicitors, receivers and asset managers. - Understanding of the regulatory environment and in particular Consumer Duty, MCOB and CONC. Interpersonal Skills and Competencies - Computer literate, PC skills including MS Excel and Word. - Customer-focused approach. - Strong communication, in particular listening skills and communicating with clarity. - Problem solving and initiative. - Planning, organising, flexibility and reliability. - Negotiating and influencing skills. - Adaptable and flexible. - Ability to work with minimal supervision. - Excellent planning and organisational skills. - Enthusiastic “can do” attitude. - Able to work under pressure and to tight deadlines. - Accuracy and attention to detail. - Ability to establish effective working relationships at all levels.