Job Description

Your mission

Step into a role that truly makes a difference. As a

Senior Mortgage Servicing and Arrears Specialist

, you will provide crucial support to homeowners through some of their most challenging financial moments.

Your mortgage experience will enable you to become an expert in proposing recovery strategies, and agreeing contract variations under forbearance, voluntary sales and litigation. You will handle customer servicing queries, have in-depth conversations with customers, collect income and expenditure details, offer forbearance and ultimately help customers find solutions to financial difficulties - all with empathy, honesty, and tact.

In this role, you'll play a critical part in supporting customers through a vulnerable stage of their homeownership journey, where it's more important than ever that they feel supported, cared for, and confident in making the best decisions for themselves.

We're a fast-moving, forward-thinking startup that's all about shaking things up for the better. We're constantly evolving to build smarter, faster, and more impactful solutions for our customers. This isn't just about keeping up - it's about leading the way. We want your expertise to help us create experiences for our customers that truly are market-leading.

Your role

As Mortgage Servicing and Arrears Specialist, your day-to-day involves:

Responding to customer servicing queries with clarity, speed, and empathy Proactively monitoring and supporting customers with potential financial distress/hardship and failed direct debits and stepping in early to offer support Establishing contact with customers experiencing payment shortfalls, always following regulation, process, and policy Establishing customer circumstances, and agreeing and monitoring suitable forbearance solutions Navigating sensitive conversations with vulnerable customers Managing account maintenance, redemptions, and product switching Managing approvals of consents to let and overpayment requests Taking action on unresolved debt recovery as needed Identifying and handling complaints Keeping process maps and procedures relevant and up to date Constantly reviewing how we do things - streamlining, refining, and feeding into future product development

Requirements

Our ideal candidates will have:

2+ years' experience working in the mortgage industry Strong experience supporting and communicating with customers Strong IT Skills and ability to adapt to new technologies and fintech tools in a fast paced environment Experience in independently managing your own portfolio of customers Experience designing and improving processes Experience producing management information and reports
Job Types: Full-time, Permanent

Pay: 37,000.00-40,000.00 per year

Benefits:

Additional leave Casual dress Cycle to work scheme Enhanced maternity leave Private medical insurance Work from home
Application question(s):

Do you have 2+ years of experience in the Mortgage Industry? Do you feel comfortable with a fast-paced start-up environment?
Experience:

Customer support: 2 years (required)
Work Location: Hybrid remote in London EC1Y 8AF