About the team: The Financial Support Team supports customers experiencing financial difficulties, focusing on delivering good outcomes for customers struggling with mortgage payments. We have a passion for doing the right thing for customers and ensuring we fulfill all our obligations.
Our philosophy: We're committed to diversity and aim for our employee base to reflect the diverse nature of our society.
What you will be doing: In this role, you'll support Vulnerable Customers who require individually tailored solutions due to difficult personal circumstances.
This involves communicating with Vulnerable Customers, understanding the impact, and offering support when managing their mortgage account. This may include assisting with income & expenditure forms, investigating and monitoring mortgage interest/benefit agency payments, and exploring forbearance options while providing excellent customer service.
Your responsibilities will include:
* Supporting vulnerable customers with a bespoke approach.
* Communicating effectively using specialist tools.
* Building relationships with customers to understand their circumstances and offering support through the group's forbearance toolkit.
* Progressing accounts timely through the Collections Process.
* Ensuring recorded keeping is in line with regulatory requirements.
* Responding to enquiries efficiently and in accordance with the Group's financial support, forbearance, and vulnerable customer policies.
The hours of work will be 35 hours per week with differing working patterns between 0800 - 1800 hours.
In return for your commitment: We're looking for talented, resilient individuals with experience and knowledge in a financial support or arrears role, vulnerable customer specialist role, and strong call handling and communication skills.
What to do next: If this sounds like you, please apply. If shortlisted, we operate a personalised recruitment process. Interviews are a two-way street, and we aim for them to be relevant and conversational. We're dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We have initiatives to attract, develop, and advance senior women in our sector and encourage diversity and inclusion at all levels and in all roles.