Special Servicing Account Manager

Here’s a polished, ready-to-publish job post tailored for Enra Specialist Finance — structured for clarity, compliant tone, and appeal to candidates in the UK specialist finance sector:

Enra Specialist Finance is a leading UK specialist mortgage and lending group, home to trusted brands including West One Loans. We deliver flexible, responsible finance solutions and our Servicing team sits at the heart of delivering those solutions with care, fairness, and consistency for every customer.

As Special Servicing Account Manager, you’ll support our Servicing Department across our full portfolio, taking ownership of customer journeys from arrears resolution to term-end management, litigation support, and redemptions. You’ll build trusted relationships, negotiate sustainable payment plans and forbearance options, and ensure every decision upholds our commitment to Treating Customers Fairly
. You’ll handle sensitive and complex cases, from arrears to litigation, and work closely with internal teams and external partners to deliver fair, successful outcomes.

• Engage with customers experiencing payment difficulties via phone, email, and post — assess circumstances and agree sustainable solutions including payment arrangements, capitalisation, forbearance, and payment holidays

• Proactively contact customers in arrears to understand their situation, agree realistic repayment plans, and resolve outstanding balances within agreed mandates

• Manage loans approaching or past their term end discuss exit plans, address queries, and ensure smooth forward planning

• Administer and resolve litigation cases, including liaison with solicitors, receivers, and surveyors; handle complex matters such as defended claims, fraud allegations, title issues, and lease forfeiture

• Issue redemption figures and resolve redemption queries in line with process

• Review third-party invoices for accuracy, resolve discrepancies, and authorise for payment where correct

• Investigate and resolve customer complaints following our formal complaints procedure

• Maintain strict adherence to SLAs, monitor personal performance, and report daily activity and end-of-day statistics to management

• Escalate matters outside your mandate to senior leadership; support monthly reporting, policy updates, and team process improvements

• Assist internal and external audits and reviews

• Comply fully with AML, financial crime, and regulatory requirements identify and elevate suspicious activity as required

• Prioritise workload effectively and deliver consistent, high quality service across all tasks

Essential Skills & Attributes

• Confident, clear communicator excellent telephone manner and written skills

• Strong negotiation and problem‑solving ability

• Highly organised, logical, and attentive to detail

• Proactive, self‑motivated comfortable working both independently and as part of a close team

• Calm under pressure, punctual, and reliable

• Committed to ethical practice and Treating Customers Fairly principles

Desirable (Not Essential — We’ll Train the Right Person)

• Previous experience in customer service, arrears management, collections, or litigation within financial services

• Degree-level education or equivalent professional experience

• Join a growing, respected specialist finance brand

• Full training on our products, processes, and regulatory framework

• Opportunities to develop your career within Enra Group

• Supportive, collaborative team environment

• Competitive salary and benefits package

At West One Loans, we’re growing fast and looking for ambitious people who want to be part of our exciting journey. We’ll give you the tools, training, and support you need to succeed, while offering clear opportunities to progress your career.

Alongside this, we offer a strong benefits package, including private medical healthcare, 25 days’ annual leave, paid volunteering days, and a host of additional benefits.