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Senior Mortgage Collections Agent

  • Location: Wolverhampton
  • Salary: £35,000 - £40,000 per year
  • Job Type:Permanent

Posted 15 days ago

  • Sector: Front-Line Talent
  • Contact: Sally Brearley
  • Contact Email:
  • Contact Phone: 0161 883 2755
  • Expiry Date: 10 June 2024
  • Job Ref: 11699/SBR

Department: Financial Support

Location: Wolverhampton

Salary:  £35,000 - £40,000 (DOE)

1. Do you have experience within mortgage collections, either Buy-To-Let, Commercial or Residential mortgages? 

2. Are you responsible for the end-to-end collections journey?

If you answered "yes" to the above questions, then I would love to hear from you.

If you answered "no" to either of the above questions, I'm afraid this is not the job for you and there is no need to apply...

Job Purpose:

Provide expert financial support to customers facing mortgage repayment difficulties, ensuring regulatory compliance and delivering positive outcomes. Manage complex cases, support vulnerable customers, and mentor team members.

Core Responsibilities:

  • Follow company policies in customer interactions and arrears management.

  • Identify root causes of arrears and barriers to repayment through effective communication.

  • Manage end-to-end arrears process, ensuring compliance and fair outcomes.

  • Mentor and coach less experienced team members.

  • Process complex cases in line with policy and mandate levels.

  • Contact customers within aging caseloads to find solutions.

  • Support process improvement and maintain compliance standards.

  • Build strong relationships with external partners and internal teams.

Experience Requirements:

  • Minimum 5 years of experience in mortgage arrears support.

  • 2 years of experience in complex financial support and vulnerability assistance.

  • Previous coaching experience preferred.

Knowledge Requirements:

  • Specialist understanding of regulatory requirements and vulnerability.

  • Detailed knowledge of residential lending processes and macro-economic factors.

  • Financial acumen in income assessment and forbearance planning.

Skill and Competency Requirements:

  • Strong interpersonal skills for sensitive conversations.

  • Resilience to handle challenging situations.

  • Problem-solving ability.

  • Coaching skills desirable.

Required Qualifications/Certifications:

  • GCSE/GCE qualifications in Maths and English required.

  • Debt Management certification desirable.


Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future. Your data will be managed in accordance with our Privacy Policy, which can be found on our website. If you would like this job advertisement in an alternative format, please contact MERJE directly.