BCMGlobal Mortgage Services are seeking a Collections Officer to join our team here in Ipswich. As a collections officer, you will proactively manage residential mortgage accounts that are in arrears or at risk of falling into arrears. Your role will involve ensuring collection activities are carried out in accordance with regulations, while providing the best possible outcomes for our customers. Key Accountabilities and Responsibilities: Operational Management: Understand the terms and conditions of customers' loans and ensure they are clearly communicated to customers. Review and process requests for information in line with service level agreements. Respond to customer and advisor inquiries regarding loans. Maintain accurate customer information and process amendments in compliance with procedures and regulations. Ensure customers are informed of payments due and ensure payment collection is carried out accurately according to BACS rules. Handle inbound and outbound calls with customers in arrears, identifying the best possible solution for their circumstances. Review customer documentation (e.g., bank statements, income, and expenditure forms) and provide appropriate responses. Collaborate with Team Leaders, Managers, and Clients to manage arrears and minimize risks. Follow the correct processes for all tasks and suggest improvements to your line manager. Maintain professional communication with clients, third parties, and other business areas. Experience & Personal Attributes: A fundamental desire to act with integrity, ensuring actions are carried out for the right reasons. Strong organizational skills to manage workloads, meet deadlines, and comply with regulatory requirements. Excellent communication skills, both verbal and written. High attention to detail, ensuring accurate and professional record-keeping. Ability to work effectively as part of a team and provide support to others. Proactive in managing your workload. A desire to learn and quickly adopt new systems and concepts. Empathy and the ability to manage difficult conversations with sensitivity and professionalism. A can-do attitude, committed to identifying and delivering solutions for both customers and stakeholders. Proficient in Microsoft Office Experience within the mortgage/lending industry. Previous customer service experience. If you’re passionate about supporting customers and delivering exceptional service, we’d love to hear from you. Join our team as a Collections Officer and make a real impact with BCMGlobal BCMGlobal - Benefits summary for 25 days holiday Purchase Leave (up to 30 days in total) Pension - employer matching up to 5% Life Assurance x4 Private Health Care - Job dependant Free fruit Wednesdays Free tea / coffee / cordial Wellbeing Day Volunteering day CEG Life app for Crown House Showers and locked Bike hut Sports & Social Club Employee Recognition Scheme Employee Referral Programme Summer/Christmas Party Discretionary Bonus Scheme Cycle to work scheme Eye care voucher scheme