Senior Mortgage Service and Arrears Specialist

Our client is a residential mortgage lender, who is redefining mortgage solutions by enabling families to support each other in new ways, making it easier for millions to step onto the property ladder.

They are looking to expand their team by recruiting a passionate and ambitious Senior Mortgage Services and Arrears Specialist to join a workplace where creativity, collaboration and impact come together to drive meaningful change.

The Senior Mortgage Services and Arrears Specialist is responsible for managing and administering mortgage accounts, ensuring timely payment collections, and handling arrears cases with a customer-centric approach. This role involves working with borrowers to resolve payments, implement recovery strategies, and ensure compliance with industry regulations and company policies.

Key Responsibilities:

• Manage the end-to-end servicing of mortgage accounts, including payment processing and account maintenance.
• Respond to customer inquiries regarding loan terms, payment schedules, and account status.
• Ensure accuracy in loan records, interest calculations, and payment schedules.
• Process requests for modifications, refinancing, and loan term adjustments.
• Monitor and analyse accounts in arrears to identify high-risk cases.
• Contact customers to discuss overdue payments and provide tailored and bespoke solutions.
• Negotiate repayment plans, forbearance agreements, and other loss mitigation options.
• Ensure compliance with regulatory guidelines when handling delinquent accounts.
• Manage the debt recovery process when necessary.
• Maintain records of all communications and agreements.
• Evaluating continuous improvement strategies to improve the service, efficiency and quality and identify opportunities for product improvement.

Person Specification:

• Three years or more in senior mortgage servicing, loan administration, or arrears management.
• Bachelor’s degree in finance, accounting, business, or a related field (desirable).
• Strong understanding of mortgage products and loan collections.
• Familiarity with regulatory frameworks
• MS Office Suite (Excel, Word, Outlook).
• Problem solving mentality with the ability to proactively relationship manage to ensure customer engagement
• Ability to work under pressure and handle difficult and sensitive customer interactions.
• Attention to detail and problem-solving skills.

What you will be offered:

• Salary:£37,000 to £40,000 per annum
• 25 days holiday entitlement
• Hybrid working
• Cycle to Work scheme
• Enhanced Family leaves
• Private healthcare
• The opportunity to work with an innovative and dynamic team and a Company that’s overall mission is unmatched!

If you are ready to take the next step in your career and be part of a team that is passionate about what they do, then please apply now!