Payment & Collections Agent

More2Life is part of the Key Group of companies and has been a pioneering force in the Equity Release market since its launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK.

We are looking for payment and collection professionals to join our team, to assist customers who have fallen into arrears. This newly created role will play a crucial part in the performance of the business, driving improvements in our payments and collections team.

Core Responsibilities:

• Build and maintain effective relationships with customers whilst ensuring early identification of potential financial distress.
• Through relevant questioning, establish the customer circumstances and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.
• Pro-active customer contact and support by telephone and/or in writing.
• Implement payment plan measures (where applicable) at the earliest opportunity.
• Work individually and as part of the team to reach satisfactory customer outcomes.
• Adherence to risk and compliance frameworks to ensure that we conform with our legal and regulatory requirements.
• Act with integrity, due skill, care, and diligence in all dealings with customers and 3rd parties
• Adhere to procedures to implement best practice, challenging or escalating where appropriate.
• Liaise with other departments within the Company to ensure optimum service for the customer and to minimise risk for the Company.

Knowledge and Expertise

• Arrears or collections experience in the Mortgage or Equity Release market
• Ability to communicate effectively both verbally and in writing.
• Resolving and escalating collection and payments issues on a timely basis
• Stay updated on industry and legislative changes.
• Develop close working relationship with key internal and external stakeholders as well as third parties.

Skills & Qualifications:

• Solid understanding of relevant regulation, including MCOB, CONC 7, the Consumer Credit Act (CCA) etc
• Experience in a similar position is essential.
• Excellent communication skills and the ability to develop strong working relationships with both customers and colleagues at all levels is essential.
• Excellent problem-solving skills; proactively identifying issues and implementing solutions.

Most of all we look for people who display and work around the core values of our business:

Ambitious – to break ground to help our customers enjoy a better retirement.
Supportive – relationships are key to everything we do.
Personal – going above and beyond to offer exceptional service.
Integrity – honest, true and transparent in all our relationships.
Responsive – whatever the challenge we’ll deliver the right result.
Expert – experts in our field, our thirst for knowledge never stops

Benefits:

• 23 days holiday, plus bank holidays. Rising to 28 based on length of service.
• Additional holiday purchase scheme
• 1 charity day
• Tier 1 pension (5% Employee, 8% Employer)
• Simply Health
• Life Assurance
• Rewarding Staff Referral Scheme
• Long Service Award
• Enhanced Maternity & Paternity Pay

• Contact: Key Group
• Reference: Totaljobs/R2025
• Job ID: 101865334