Arrears Management Advisor

Arrears Management Advisor

Working at the Cumberland you become part of something special. We are a mutual organisation committed to improving the lives of our colleagues, customers and community. Our values are incredibly important to us.

We have an exciting opportunity for an Arrears Management Advisor to join our Arrears Management team on a fixed term contract for a period of 12 months. This is a full‑time role but we will also consider candidates wishing to work part‑time around 20 hours per week.

• Salary – up to £27,293 per annum depending on skills and experience
• 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days
• Learning and development opportunities to support your personal and professional growth
• Hybrid working – tools and equipment needed to work from home when required
• Health and wellbeing programmes, including mental health & wellbeing champions and cycle‑to‑work scheme
• Community day – an extra paid day off each year to support local charities and community organisations

• Deal sympathetically and positively with customers who have mortgage arrears or current account debt
• Communicate effectively with customers by telephone, e‑mail and letter
• Make proactive outbound customer calls
• Manage arrears and current account cases
• Negotiate repayment plans ensuring they are affordable and sustainable
• Make decisions about individual cases in line with your agreed mandate levels
• Manage a case load efficiently, ensuring that documented procedures are followed and compliance requirements are met
• Ensure that customers’ individual circumstances are considered in all contact so that the customer receives the best possible outcome
• Achieve agreed service levels
• Identify process improvements to reduce costs and/or improve service
• Maintain competence within the training and competence scheme

• Experience providing excellent telephone‑based customer service
• Understanding of compliance areas (MCOB, CCA and HCC)
• A firm but fair approach to dealing with customers in potential financial difficulty

• Customer‑led
• Straight‑forward
• Responsible
• Forward‑thinking
• Better together

This is a hybrid working position where the successful applicant will be required to work from our Head Office in Carlisle as required.