Credit Management Adviser

The salary for the role is between £30,000 and £33,400 PA dependent on skills and experience, and you will be required to work full time onsite for the first 2 months of training.

Big things are happening in our Homes Business. As we continue to help more people into homes, we're growing our Credit Management Team to ensure our customers receive the support they need - especially during life's more challenging moments.

We're here to help customers navigate financial difficulties and personal changes with empathy and expertise, to find the right solution for them and the Society. If you have a strong mortgage background, are customer obsessed and have a passion for helping people, we'd love to hear from you.

At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So, whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

Our Credit Management team helps members navigate financial challenges with empathy and practical solutions. It's not always easy work - but it's some of the most important work we do.

Your key responsibilities will include:

• Handling both inbound and outbound calls with a wide range of customers who may be struggling to make payments, and identifying customers with vulnerabilities so we can provide the right support
• Taking individual customers circumstances into account to assess affordability and offer appropriate solutions, including referrals to outside support agencies
• Accurately and promptly processing mortgage arrears administration, including taking payments and managing direct debit arrangements
• Managing the delivery of the litigation and repossession action through the courts, ensuring all actions are appropriate, and liaise with Solicitors when required
• Communicating with empathy when discussing customers’ situations, while securing the right outcome for both the customer and the Society

As a more experienced adviser, you will be acting as an escalation point for colleagues and be multi skilled across all mortgage types, dealing with complex accounts. You will also be dealing with the entire end to end arrears journey, having a full understanding of Litigation, Receivership and Debt Recovery.

Mortgage knowledge is great, but not essential. If you don’t have it, experience in a related credit / debt management role will make you a perfect fit.

We’re looking for individuals who have strong experience with vulnerable customers, and are experts in supporting customers experiencing financial difficulty. You’ll be customer obsessed, focused on providing a supportive environment where customers are listened to, heard, and given a great experience – even when things are tough.

You’ll need:

• To be proactive and resilient to effectively support our members in challenging circumstances
• The ability to work under pressure in fast paced environments, adapting and responding to various customer needs
• Strong communication and listening skills, able to explain complex information in understandable ways
• The ability to liaise with different stakeholders, from across the business and externally
• To embody our behaviours framework – brave, accountable, curious and collaborative

And the way we reward you matters, too.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days
• Matching employer pension contribution (up to 10% per annum)
• Colleague Mortgages and access to Skipton products and services at discounted rates
• Flexible working to help balance your commitments
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships
• Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys, and IKEA