As a customer specialist you will play a vital role in supporting customers and providing excellent service. You will guide customers through a range of options and offer practical advice that gives them the tools to adjust their finances and take control of their mortgage arrears. You will support the customer to begin making affordable payments again so that their lender doesn’t need to repossess the property.
Our team of customer specialists provide a non-judgmental, caring and compassionate approach, putting the customer first.
The Customer Specialist will manage and progress a personal caseload of mortgage possession claims, ensuring that clients represented by the firm receive pro-active, consistent and efficient levels of service.
The role is full time, Monday to Friday 37.5 hour per week at our office in Leeds.
Key Responsibilities
Fee earning:
* Handling own caseload of files from initial instruction through to obtaining possession or instructions from our client to close our file.
* Undertake customer rehabilitation activities under supervision, in particular:
* Dealing with incoming telephone calls and correspondence from borrowers and their representatives and seeking to rehabilitate and avoid possession wherever possible.
* Making outbound telephone calls to borrowers, clients and other parties.
* Following call models prescribed by our lender clients or the Department
* Assess affordability, set up arrangements ...