Our client, a global leading company in the financial services industry, is currently recruiting for an Arrears Officer to join their team in Ipswich.
This is a fantastic opportunity to join a company that prides itself on providing a dedicated and trusted service to its clients. This role will be managing the mortgage 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 alongside managing the accounts. You will be providing support, organizing repayments, and advising customers on next steps.
You will ensure collection and litigation activities are carried out in accordance with regulations. On a day-to-day basis, you will communicate with customers primarily by receiving incoming and making outgoing calls to understand circumstances, take payments, and discuss options to find the best outcome for the customer. You will analyze customer documentation including bank statements and income and expenditure forms to ascertain potential solutions for the customer and respond appropriately.
Key Responsibilities:
1. Taking inbound and making outbound calls from customers in arrears.
2. Manage a caseload of borrower accounts that range from Day 1 arrears through to litigation.
3. Ensure the team's service levels are met and be a contributor to that achievement.
4. Analysis of customer information to understand what the best outcome is for their circumstances.
5. Corresponding in writing to customers not available by telephone.
6. Liaising with third parties, solicitors, and field agents to instruct activity in line with policies and procedures.
7. Ensure all standards are achieved in line with client expectations of quality, productivity, and performance.
8. Contribute to the identification of improvement opportunities and be influential in finding continuous improvement possibilities to enhance our service to our customers and clients.
Essential Experience:
1. Excellent communicator at all levels - both verbal and written.
2. Experience within a comparable role within customer service or call center.
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