Mortgage Collections Specialist

Mortgage Collections Specialist

As one of the fastest-growing building societies in the UK, we combine a proud heritage with bold ambitions for the future. Everything we do is driven by our purpose - Helping People Live Better Lives - whether that's supporting our members through financial challenges, strengthening our communities, or acting with integrity at every step.

Due to an internal promotion, we're looking for a Mortgage Collections Specialist to join our Mortgage Servicing team. This is an opportunity to play a key role in supporting customers through financially difficult situations, delivering the right outcomes with empathy, professionalism and expertise.

You'll be part of a supportive, purpose-driven organisation where your work will have real impact - helping customers stay on track and, where possible, remain in their homes.

We are committed to flexible working and can consider part-time arrangements where needed.

What you'll be doing

Managing a portfolio of mortgage accounts in arrears, supporting customers to find sustainable solutions
Contacting customers across telephone, digital and written channels to understand their circumstances and agree appropriate arrangements
Using strong communication and negotiation skills to build trust and achieve positive outcomes
Supporting vulnerable customers and those experiencing financial difficulty with care and empathy
Managing accounts through the full collections lifecycle, including forbearance, litigation and redemption where required
Ensuring all actions, decisions and communications are accurately recorded and fully compliant with regulatory expectations
Handling complaints through to resolution in line with policy and providing excellent customer service throughout
Liaising with third parties such as solicitors, field agents and external partners when formal action is needed
Contributing to first-line assurance activities and maintaining high standards of quality and compliance
Supporting continuous improvement through feedback, process enhancements and testing What we're looking for

Experience in a regulated environment, ideally within mortgage collections or financial services
A strong customer focus, with the ability to understand individual needs and provide tailored solutions
Excellent communication and interpersonal skills, with the ability to influence and build rapport
Resilience and the ability to work in a target-driven environment
Strong attention to detail and ability to maintain accurate records
Good problem-solving skills and ability to manage a varied workload
An understanding of mortgage products and collections processes would be beneficial
CeMAP qualification (or willingness to work towards it) is desirableWhy join us?

This is a fantastic opportunity to build or further your career in mortgage collections within a supportive and values-led organisation. You'll gain exposure to a wide range of cases, develop specialist skills, and make a genuine difference to customers' lives.

If you're motivated, empathetic, and keen to grow your career - we'd love to hear from you.

What you'll get in return

Competitive salary of up to £27,263 (depending on skills and experience)
Intelligent working - split your time between home and our Brierley Hill office
30 days' holiday + bank holidays + "Moments that Matter" days
Up to 8% pension contribution
Life assurance at 4× salary
Private medical insurance for you and your family
Healthcare plan covering everyday essentials such as dental and optical
Access to salary sacrifice schemes including Cycle to Work and Electric CarDiversity, Equality & Inclusion

We're building a culture where everyone feels respected, supported and valued. Diversity isn't a tick box for us - it's a strength we actively champion. Whoever you are, you'll be welcomed here and encouraged to thrive