Mortgage Support Senior Coordinator

Job Description

About the RoleAs we continue to develop our award-winning mortgage proposition, we are creating a new role to manage late arrears and complex legal cases.In a time of wider economic challengers for everyone, our Mortgage Support is a critical function within the wider Mortgage Operations function tasked with supporting our most vulnerable and financial stressed customers by ensuring that we deliver excellentservice and good outcomes during their moment of need.Good outcomes will include the use of our solutions toolkit to enable customer rehabilitation to payment or indeed to exit their mortgage commitments, which may include the decision to enforce repossession activity.As the Mortgage Support Senior Coordinator, you will own a segment of our late arrears customers, a segment of Interest Only Expired customers and a segment of Equity Release cases where the property is unoccupied. You will be responsible for engagementof customers to ascertain their ability to sustain their mortgage, looking to identify solutions to keep the customer in their home or as a last resort, identify solutions where the customer can exit their mortgage commitments and mitigate loss to the Society.About YouThe successful applicant, through experience of handling arrears customers, will have an excellent understanding of mortgage arrears processes to include Newcastle Building Societys (NBS) suite of forbearance tools, exit strategies to include a sound understandingof litigation processes.Your experience of assessing a customers financial situation both in the short and long-term will be key in determining solutions that are good for the customer and the society, and will ensure that all regulatory requirements are met.You will be comfortable engaging with customers in severe financial difficulties and will be able to identify behaviours that may indicate vulnerable circumstances, and provide a differentiated approach for such customers.You will have great listening and questioning skills, and will be able to build great rapport with customers in a conversational style to support the identification of good outcomes.You will be expected to manage complex cases and be required to work with NBS Legal department where necessary, whilst submitting and presenting our most vulnerable cases to a Legal or Vulnerable Panel outlining your proposed approach for handling such cases.It is essential that you have a positive and proactive attitude towards customers and colleagues whilst being motivated to deliver excellent customer service to our customers.About UsLife in Mortgage Operations is varied, and weve created an engaging, fun environment where everyones ideas and contributions are valued. As our customers are at the heart of this operation, we continually strive to improve the way we work and the customerexperience we deliver. Mortgage Support are responsible for identifying solutions aimed at resolving mortgage arrears through supporting our customers at their time of need.As a successful regional Building Society we have an ambitious strategy to continue to grow and develop the business. Our purpose; connecting our communities with a better financial future, is at the heart of all we do.We know our colleagues play a key part in our success and we believe in being a great place to work, where people can realise their potential.In addition to your Salary, you receive the below benefits:As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• A 35-hour weekly contract + flexible working options
• 25 days holiday each year plus bank holidays
• Extra day holiday for your birthday
• Bonus scheme
• Pension scheme
• Free onsite gym
• Life assurance and income protection
• Access to a range of wellbeing benefits
• Electric car salary sacrifice scheme
• Cycle to Work scheme
• Above statutory family leave entitlement
• The option to buy extra holidays
• Two paid volunteering days each year
• A broad range of learning and development opportunities
• Hybrid working - we welcome any discussions around where, how and when people work including part-time hours.