Mortgage Collections Specialist

Job Description

Were 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 looking for a friendly, confident, supportive person who is passionateabout providing excellent service, tojoinour Mortgage 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.In this telephone based role youll be working with customers who are in or facing financial difficulty. Youll be agreeing affordable payment plans with them and regularly reviewing existing payment agreements.It will also be important to keep up to datewith policies and procedures with the ability to share knowledge with others effectively.Youll be key in building relationships with our members and understanding what services will suit their individual needs. Youll give clear, accurate information in a friendly, professional and efficient way. Being a team player is important, youll want tobe a role model and help those around you.Youll work with professional third parties like solicitors, estate agents and debtcounsellorsand be fully accountable for your own work load and diary planning.We have a reputation for excellent customer service and we really want to meet people who care about customers as much as we do.Youll need recent high level customer service experience to be successful, ideally from a financial services environment but this isntessential as our training will support your knowledge. Beinga strong, empathetic communicator with the confidence to holdconversations that are tailored to our customers individual circumstances with be important.Youll have experienceof handling challenging conversations, dealing with more sensitive, complexcustomer enquiries and will beable to manage your own workload and diary.After on-site training (up to 6 months to make sure you get the best start and support) 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:Monday to Friday 9 5 and theavailabilityto work one out of four Saturdays 9am12pm.Whats in it for you! Our benefits include:25 days holiday a year plus bank holidays and ability to buy / sell holidayAnnual pay reviewPersonal Pension schemeAnnual Success Share schemeLarge range of family friendly schemes, including maternity, paternity and sharedparental leaveSupport with cost-of-living payments (untilFebruary2023)Extensivewell-being supportMy lifestyle retail discountsServicerecognitionschemeCoventry Building Society has grown into the second largest building society in the UK. Were a national society, with local values and loyalty, and a caring family ethos.The best way to judge a company is based on what the people who work there say as were rated certified by Great Place to Work from our recent employee survey.We offer not only fulfilling jobs and exciting career opportunities but a place where everyone can belong and feel proud to work. What makes us such a rich and progressive place to work is the huge variety of people that make up our workforce. Weve got a wholerange of different ways to support you, both in your role and wider well-being.As an employee, we have a great benefits package and youre encouraged to take control of your career. We invest in our people, with regular opportunities for training and development. And later, if youre looking for a new challenge, we actively champion internalprogression.