Mortgage Collections Specialist

Mortgage Collections Specialist As one of the fastest-growing building societies in the UK, we combine a proud heritage with bold ambitions for the future. Everything we do is driven by our purpose - Helping People Live Better Lives - whether that's supporting our members through financial challenges, strengthening our communities, or acting with integrity at every step. Due to an internal promotion, we're looking for a Mortgage Collections Specialist to join our Mortgage Servicing team.

This is an opportunity to play a key role in supporting customers through financially difficult situations, delivering the right outcomes with empathy, professionalism and expertise. You'll be part of a supportive, purpose-driven organisation where your work will have real impact - helping customers stay on track and, where possible, remain in their homes. We are committed to flexible working and can consider part-time arrangements where needed.

What you'll be doing Managing a portfolio of mortgage accounts in arrears, supporting customers to find sustainable solutions Contacting customers across telephone, digital and written channels to understand their circumstances and agree appropriate arrangements Using strong communication and negotiation skills to build trust and achieve positive outcomes Supporting vulnerable customers and those experiencing financial difficulty with care and empathy Managing accounts through the full collections lifecycle, including forbearance, litigation and redemption where required Ensuring all actions, decisions and communications are accurately recorded and fully compliant with regulatory expectations Handling complaints through to resolution in line with policy and providing excellent customer service throughout Liaising with third parties such as solicitors, field agents and external partners when formal action is needed Contributing to first-line assurance activities and maintaining high standards of quality and compliance Supporting continuous improvement through feedback, process enhancements and testing What we're looking for Experience in a regulated environment, ideally within mortgage collections or financial services A strong customer focus, with the ability to understand individual needs and provide tailored solutions Excellent communication and interpersonal skills, with the ability to influence and build rapport Resilience and the ability to work in a target-driven environment Strong attention to detail and ability to maintain accurate records Good problem-solving skills and ability to manage a varied workload An understanding of mortgage products and collections processes would be beneficial CeMAP qualification (or willingness to work towards it) is desirable Why join us?

This is a fantastic opportunity to build or further your career in mortgage collections within a supportive and values-led organisation. You'll gain exposure to a wide range of cases, develop specialist skills, and make a genuine difference to customers' lives. If you're motivated, empathetic, and keen to grow your career - we'd love to hear from you. What you'll get in return Competitive salary of up to £27,263 (depending on skills and experience) Intelligent working - split your time between home and our Brierley Hill office 30 days' holiday  bank holidays  'Moments that Matter' days Up to 8% pension contribution Life assurance at 4 salary Private medical insurance for you and your family Healthcare plan covering everyday essentials such as dental and optical Access to salary sacrifice schemes including Cycle to Work and Electric Car Diversity, Equality & Inclusion We're building a culture where everyone feels respected, supported and valued.

Diversity isn't a tick box for us - it's a strength we actively champion. Whoever you are, you'll be welcomed here and encouraged to thrive.