Collections Specialist

Benefits

• 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus private medical insurance
• Life assurance and critical illness cover
• Travel season ticket loans and Ride to work scheme
• Free local gym access
• Local bar / restaurant discounts

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

As a Collections Specialist, you will be providing high quality support to our customers. Your aim will be to understand a customer’s circumstance and offer the appropriate sustainable support for customers in financial difficulties or are experiencing in‑life vulnerabilities. You will be dealing with inbound and outbound enquiries from customers in all stages of arrears.

• Deal with inbound and outbound telephone calls from customers relating to early and/or late stage arrears on regulated and unregulated accounts.
• Listen, question and understand the root cause of a customer's financial situation and work with the customer to find their needs.
• Resolve customer enquiries to completion, aiming for first contact resolution where appropriate.
• Identify and attempt to resolve potential customer complaints.
• Understand the needs of vulnerable customers and arrange the appropriate type of support, including signposting to organisations who can help.

• Collections and recoveries experience is a must.
• Ability to deal with vulnerable customers.
• Experience of assessing affordability.
• An excellent understanding of what a good customer outcome looks like.
• An empathetic approach to customers through active listening and effective questioning.
• Excellent attention to detail.
• Ability to work under pressure.

• Experience with mortgage collections.

Together embraces diversity and inclusion, and is proud to be an equal opportunity workplace. We welcome difference, celebrate it, support it and value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

If you feel you have some of the skills mentioned above, but not all, we would be happy to have a further discussion with you regarding your suitability for the role.

All successful applicants will undergo relevant employment reference, financial and criminal record checks.