Our client, a global leading company in the financial services industry is currently recruiting for a Mortgage Arrears Officer to join their team in Ipswich.

This is a fantastic opportunity to join a company that pride themselves on providing a dedicated and trusted service to their clients. This role will be managing the mortgages accounts that are in arrears by ensuring collection and litigation activities are carried out in accordance with regulations. There will be documentation and system updates to update alongside managing the accounts. You will be providing support, organising repayments and advising customers on next steps.

Applicants must be prepared to work on a weekly rotational shift schedule (8:30-17:00/9:00-17:30/9:30-18:00)

Key Responsibilities:

• Taking inbound and making outbound calls from customers in arrears.
• Manage caseload of borrower accounts that range from Day 1 arrears through to litigation.
• Ensure the Teams Service Levels are met and be a contributor to that achievement.
• Analysis of customer information to understand what the best outcome is for their circumstances.
• Corresponding in writing to customers not available by telephone.
• Liaising with third parties, Solicitors and Field Agents to instruct activity in line with policies and procedures.
• Ensure all standards are achieved in line with client expectations of quality, productivity, and performance.
• Contribute to identification of improvement opportunities be influential in the finding continuous improvement possibilities to enhance service to customers and clients.

Essential Experience:

• Excellent communicator at all levels – both verbal and written.
• Experience within a customer service environment.
• Attention to detail with accurate record-keeping.
• Skilled in handling difficult conversations with sensitivity.
• Ability to build rapport and trust while maintaining authority.
• Assessing financial situations to recommend appropriate solutions.
• Identifying vulnerable customers and escalating appropriately.
• Decision-making under pressure, balancing compliance, and customer needs.

Benefits:

• Annual Leave – 25 days (increasing with length of service) + bank holidays
• Additional Leave Purchase Scheme
• Pension Scheme – employer contributions matched up to 5%
• Life Assurance – 2x salary cover
• Private Healthcare – Threshold plan
• Special Leave Days – Christmas shopping day and a volunteering day each year
• Employee Benefits App
• Facilities – on-site showers and secure bike storage
• Sports & Social Club – regular events and activities
• Recognition & Rewards – employee recognition scheme
• Celebrations – annual Christmas party