Collections Officer

Job Title: Collections Officer

Location: Oxfordshire – Hybrid, 3 days WFH per week

Salary: Up to £35,000 depending on experience

Hours: Monday to Friday 9:00am – 5:30pm

• 23 days holiday plus bank and public holidays
• Simply Health Cash plan
• Employee assistance programme
• Bupa (after qualifying period)
• Free legal and conveyance fees
• Volunteering days off
• Enhanced maternity and paternity leave
• Company sick pay
• Ongoing learning and development opportunities

This is an exciting opportunity for an experienced Mortgage Collections or Arrears Specialist to join a growing team following the successful onboarding of a new client’s mortgage portfolio. You will take full ownership of mortgage arrears cases end‑to‑end, supporting customers with empathy, agreeing sustainable repayment solutions, and gaining exposure to litigation within a supportive environment.

• Manage customer enquiries and arrears cases in line with company policies and regulatory requirements.
• Engage with customers via inbound and outbound contact to discuss overdue balances and agree on sustainable repayment solutions.
• Assess financial circumstances, update affordability information, and identify appropriate arrears outcomes.
• Identify and support vulnerable customers in line with policy and client expectations.
• Escalate complaints, litigation matters, and risk issues appropriately, including potential financial crime concerns.
• Liaise with internal teams and third‑party partners to ensure timely and compliant case progression.

• Proven experience in arrears, litigation, and customer services with a mortgage lender or consumer lending‑related business.
• Good understanding of the legal and regulatory framework for mortgage lending and administration.
• Strong customer‑focused approach, with an awareness of Consumer Duty.
• Excellent communication skills, both written and verbal, with a high level of professionalism and integrity.

Stellar Select is acting as an employment agency and is a corporate member of the REC.