Secured Account Manager - Mortgage Customer Support

Secured Account Manager
- Mortgage Customer Support Secured Account Manager
- Mortgage Customer Support

Location:

Glasgow, UK

Job Type:
Permanent

Pay:
Negotiable

Secured Account Manager role at Intrum Mortgages

Responsibilities include managing mortgage accounts and ensuring compliance

Essential experience in collections industry, full training provided

Competitive salary and benefits including holidays and pension scheme

Hybrid work pattern with office induction followed by remote working

People, people wanted!

Are you our new Secured Account Manager?

Are you passionate about delivering exceptional customer service and ensuring operational excellence? At Intrum Mortgages we're looking for Secured Account Managers to take ownership of our mortgage loan portfolios and drive best-in-class servicing standards.

In this pivotal role, you'll be responsible for the day-to-day management of mortgage accounts, ensuring accuracy, compliance, and a seamless customer experience. You'll collaborate across teams to uphold regulatory standards and deliver tailored solutions that meet our clients' needs.

What you will do:

As a Secured Account Manager, you'll be at the heart of our operations, ensuring our mortgage portfolios are managed with accuracy, care, and compliance. Your key responsibilities will include:

• Manage a portfolio of mortgage accounts, ensuring timely processing of payments and accurate maintenance of account records.
• Act as the main point of contact for customers within your case portfolio, delivering clear, empathetic, and effective support.
• Monitor loan performance and proactively addressing arrears, defaults, and exploring appropriate loss mitigation strategies.
• Ensure full compliance with all relevant regulatory and legal obligations, maintaining the highest standards of governance.
• Collaborating with internal teams to resolve issues, improve processes, and enhance the overall customer experience.
• Prepare and reviewing reports on loan status, servicing performance, and customer satisfaction to support informed decision-making.
• Identify opportunities for process improvement and contributing to the development of system enhancements that drive efficiency and service excellence.
• Devoted to the FCA principle of Consumer Duty; by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact on our customers.

What we're looking for:

We're seeking motivated and detail-driven professionals who will bring both expertise and a collaborative mindset to the team.

• Experience with in the collections industry is essential, regardless of product type (e.g. credit cards, loans, mortgages, or other lending products).
• Experience of mortgage arrears, collections, and litigation processes would be advantageous; however, this is not essential as full training will be provided.
• Strong analytical skills with the ability to solve complex problems creatively and make sound decisions under pressure.
• Highly organised and detail-oriented, ensuring accuracy and experience in managing own allocated caseloads.
• Collaborative team player who actively shares knowledge and best practices to drive collective success.
• Passionate about enhancing customer experience and supporting commercial objectives, with a proactive approach to continuous improvement and innovation.

Interested? We thought you would be! But there's more!

We have not only fantastic training but benefits that will make you smile!

What we can offer you:

We have a variety of benefits something to suit everyone. Our office working hours to support our customers are Monday-Friday, between the hours of 8am-5.30pm. You will cover a range of shifts working 40 hours per week. We provide full training at our offices…