Collections Support Advisor

Job Description

About the roleWe’re proud of the outstanding customer service we provide, so when our members are going through a challenging time, our ability to care and support them is even more important.Were now looking for a friendly, confident, supportive person who is passionateabout providing excellent service, tojoinour Mortgage Collections specialist team.We provide help and guidance to our customers who are facing difficulties with their mortgage payments. We operate in the most challenging times andtaking responsibility by finding resolutions for our customers and dealing with more sensitive situations willbe key. How we deal with our customers is incredibly important, it can be complex to deal with but extremely rewarding at the same time.This is a telephone based role working with customers who are in or facing financialchallenges. Agreeing affordable payment plans, regularly reviewing existing payment agreements as well askeeping up to date with policies and procedures will be important.Building relationships, understanding services that will suit their individual needs whilst giving clear, accurate information in a friendly, professional and efficient way will be key. The role also involves dealing withprofessional third parties like solicitors,estate agents and debtcounsellors.About youFor this role you’ll need recent high level customer service experience to be successful, ideally from a collectionsenvironment but this isntessential as our training will support yourknowledge. Beinga strong, empathetic communicator with the confidenceto hold conversations that are tailored to our customers’ individual circumstances with be important.You’ll have experienceof handling challenging conversations, dealing with more sensitive, complexcustomer enquiries and will beable to manage your own workload and diaryWe do on-site training (up to 6 months to make sure you get the best start and support) then this role reverts to hybrid working role with at least two days a week in our new office Coventry House in Binley and the rest at home.Working Hours:Mondayto Friday 9 – 5 and theavailabilityto work one out of four Saturdays 9am – 12pm.About usAs a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme,a culture of reward and recognition and total support for our wellbeing.We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger.You can build so much more than a career. Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams.Flexibility and why it mattersWe understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns.Have a chat with us before you apply to see what the possibilities are for this role.