Arrears Officer

Salary: £34,800 per year

Job Title: Arrears Officer

Location: Home based, after 1st month of training is completed in the office based in Bracknell

Salary: up to £29,000

Working Hours: Monday to Friday – 9am-5.30pm

Benefits:

• 25 Days holiday
• Private medical cover
• Life Assurance 4 times salary
• Pension (contributory employer contribution up to 8%)
• Discretionary bonus scheme
• Free onsite parking
• Onsite restaurant
• Dental insurance
• Health shield

About the role

Responsible for management and resolution of delinquent loans. To effectively communicate with customers and 3rd parties to establish the reason for arrears, obtaining full disclosure of circumstances and then identify appropriate solutions based on individual customer circumstances. The role holder will be required to deliver excellent levels of customer service ensuring the business interests and reputation are always protected.

Responsibilities for the role of Arrears Officer

• Proactively manage all assigned mortgage accounts
• Effectively manage post on assigned accounts
• Fully understand customers’ circumstances to identify appropriate solutions, to include a variety of loan modifications as defined in the company’s polices at that time
• Ensure that the appropriate business policies and procedures are always followed and work within approved mandate authority level.
• Administer correspondence from borrowers and take the relevant action within agreed timescales.
• Update the account with details of each action and conversation.
• Ensure compliance with the FCA Mortgage Codes of Business, Data Protection and Money Laundering Legislation, Fraud awareness.
• Achieve individual/team targets
• Ensure all communications are in line with Company policies, standards, and procedures
• Develop and maintain strong business relationships with other teams and, working closely with Customer Services, Compliance, Legal & external service providers
• To always treat customers fairly
• Ensure that all mandatory training is completed in a timely and effective manner
• Proactively manage own personal development
• Ad hoc requirements as requested by Manager

Experience required for the role of Arrears Officer

• Proven customer service experience ideally with a Financial Services or Mortgage company.
• Able to effectively communicate with people in challenging situations.
• Able to work to targets and be used to a pressurised environment.
• Excellent time management skills and to be able to manage and make effective decisions as and when required.
• Possess strong negotiation, objection handling and problem-solving skills to quickly resolve disputes.
• Ability to articulate options and solutions in a clear and concise manner
• Will have worked in a volume debt collection business in both inbound and outbound environments.
• Display and prove behaviours consistent with regulation and compliance with the principles of Treating Customer Fairly.
• An understanding of FCA regulations essential.
• Be able to successfully pass a reference and credit check.
• Excellent time management skills
• Ability to effectively meet targets in a pressurised environment
• Excellent time management skills
• An understanding of relevant MCOB/FCA regulations
• Confident and regular telephone contact with external customers
• Good customer services skills
• Ability to effectively communicate with people in challenging situations
• Strong negotiation and reasoning skills
• Ability to present and explain options and solutions in a clear manner
• Display and prove behaviours consistent with regulation and compliance with the principles of Treating Customer Fairly.

For more information regarding the role of Arrears Officer please contact us

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

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business day