We are recruiting for a Customer Contact Agent to join our Mortgage Enforcement team in Bristol. This is an excellent opportunity to work within a team who act for some of the biggest lenders in the UK. You will be working to help set up solutions to support a customer through the litigation process with an overall objective of keeping them in their homes and preventing litigation.
We have a fantastic and diverse team made up of colleagues of a wide variety of ages and backgrounds.
Our team and colleagues here are praised by customers on a regular basis for all the support we provide. If you enjoy helping people, then this role may just be the perfect opportunity for you.
Your Role
As a Customer Contact Agent, your day-to-day remit will include:
* Working on behalf of TLT's clients to assist their customers currently behind on their mortgage payments and facing repossession of their home.
* Using active listening, empathy, and relationship building to get to know your customer, building trust so they feel comfortable explaining their financial or personal difficulties.
* Investigating a customer's situation to establish the causes of the arrears, whether the challenges are short-term or long-term, and exploring available options. We strive to work with customers to avoid litigation and keep them in their homes.
* Working closely with customers to understand their financial responsibilities and find affordable, sustainable payment solutions.
* You will be supported by a Team Manager and a Team Coach who will provide one-on-one management and coaching support.
Your Skills and Experience
* Effective telephone communication skills with the ability to empathize and relate to sometimes emotive conversations with customers.
* Ability to build rapport with customers to understand their situation and identify the best solution.
* Previous experience dealing with customers in credit control, customer service, or customer account management within a financial or professional services environment.
Your Team
Operating from our offices in Bristol, Manchester, Glasgow, and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders, and third-party services. Whatever the size of the mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.
About TLT
Fast-paced, fast-growing, and forward-thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.
We work with high-profile clients in innovative sectors. With local, national, and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India, and the US. TLT was named Law Firm of the Year at the Legal Business Awards 2023, marking the third consecutive year the firm has received this accolade in industry awards.
Our purpose is to protect, prepare, and progress our clients for what comes next, and it’s essential that we do the same for our people, our planet, and our communities. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice, and to contribute.
Our Benefits
We value our employees highly and want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme, including 25 days holiday (which will increase to 30 days based on length of service) and private medical insurance.
At TLT, we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients, and the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We’re happy to discuss how flexible working can work for you and this role.
TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate.
We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments, or need assistance from Access to Work, please contact the recruitment team at Recruitment.Operations@TLT.com.
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