Job Description

Our Team

Were looking for straight up mortgage collections strategy specialist to join our Financial Care (Collections) strategy team.


Collections Strategy Specialists are primarily responsible for utilising their knowledge and experience, backed by cutting-edge analysis, to drive the direction of the customer journeys for Mortgage Customers who are in arrears. Using well-developed skills to draw conclusions, offer solutions and make recommendations that contribute to achieving our businesses ambitions. This ensures that they support customers in line with risk appetite, within regulatory guidelines and delivers delightfully surprising customer solutions.


You'll be driving the delivery of credit risk strategies to ensure we offer the right treatments to customers in arrears, at the right time.

The role:

Managing a team of Collections strategy analysts, supporting technical and soft-skill development. Identifying opportunities to drive improvements in the collections journey which deliver great customer outcomes and make best use of operational resources. Leading on the designing, monitoring and ongoing improvement to contact strategies which aim to contact the right customer, through the right channel, at the right time. Working with legal and compliance teams to ensure adherence to current and new regulatory requirements modifying and adapting strategies/monitoring where necessary. Maintaining supportive and collaborative internal relationships inc. 2nd line risk, Financial Care operations, compliance and commercial teams as well as external relationships with third parties such as UK Finance, Credit Reference Agencies, Benchmarking Agencies and Insight providers. Supporting in the development, evaluation and delivery of key strategic change. Adapting engagement for the numerous stakeholder groups and ensuring relevant communications are articulated to the rest of the business. Driving self-development, including the appropriate prioritisation of work, understanding the skills required to complete the role including analytical self. Placing customers (internal and external) at the heart of decision making, ensuring that Financial Care and wider business colleagues are customer focussed and committed to achieving the right outcomes for customers and for the company. Supporting the running of monthly strategy governance, sharing MI trends, strategy updates and general credit considerations. Monitoring the performance of the business, provide early warning of adverse risk trends including new and emerging risks, and recommendations to improve.

The Candidate:

Substantial experience of Mortgage collections, including knowledge of English, Welsh and Scottish litigation, and MCOB compliance. Exceptional communication skills to deliver clear verbal and written communication accurately in regarding repayment terms, policies and consequences and to document customer interactions accurately. Significant experience in a similar Mortgage collections strategy role, where you managed a team of analysts. Strong SAS/ SQL programming skills A Proactive and autonomous approach to seek opportunities for continuous improvement without prompt. An insatiable curiosity and a proactive and inquisitive nature. * A team player that's willing to get stuck in!