Arrears Advisor - 6 month FTC

at  CHL Mortgages

DESCRIPTION

The Arrears Advisor will be working within a busy mortgage arrears servicing team dealing with both buy to let and residential mortgages. The Arrears Advisor requires a confident individual capable of supporting our customers and able to follow procedures and protocols to ensure good customer outcomes. Previous experience working in an arrears or collections-based role and/or mortgage experience is ideal but not essential, we need good people and customer service skills and the ability to use empathy to support customers. We would also welcome applications from candidates who have worked in a B2C telephone-based role dealing with customers.
This is an excellent opportunity to join a growing and developing business that can offer great benefits. We are currently running a hybrid working schedule of 3 days in the office and 2 days home based working to be discussed with the successful candidate. We would expect full time office attendance within probation for training purposes.
This is an initial 6 month fixed term contract with the potential to gain permanent work for the right candidates, however this isn’t guaranteed.

SKILLS KNOWLEDGE AND EXPERTISE

• Arrears or collections experience (Preferable but not essential) or experience of working in a B2C telephone-based role.
• Previous experience of working in a customer service role within a mortgage environment (Preferable but not essential).
• Good standard of education.
• Ability to communicate effectively both verbally and in writing with both clients, customers and internal staff.
• You will be Self-motivated and driven to achieve results.
• Must have right to live and work in the UK.

• 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 CHL limiting the escalation of arrears to litigation, with a satisfactory customer outcome
• Always ensure compliance and adherence and all other regulatory requirements.
• Contact all customers in payment shortfall.
• Contact customers by telephone and/or in writing; through relevant questioning establish the customer circumstances and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.
• Implement payment plan measures at the earliest opportunity.
• Through case ownership, build and maintain the customer relationship for all customers.
• Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
• Adhere to procedures to implement best practice; challenging when necessary, in line with Arrears Consultant mandate, escalate where appropriate.
• Work closely with Field 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 satisfactory customer outcomes.
• Liaise with other departments within the Company to ensure optimum service for the customer and to minimise risk for the Company.
• Keep up to date with developments in the Specialist Servicing department.