Job Ref: 214703598

Date: 2021-09-20 17:36:34

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The purpose of this role is to be responsible for the day to day handling of customers who are having difficulties paying their home finance. This will involve designing, supporting implementating and adhering to special servicing processes and strategies, ensuring the regulatory requirements and an effective customer service is achieved. The role involves oversight responsibilities in ensuring that the customer services team are trained in managing arrears effectively.

Duties:

Answer incoming calls and respond to customer correspondence in a timely manner, offering a personalised and customer-centred approach
Build customer relationships by actively listening and resolving their issues accurately. The role will require you to explain policies and procedures and employ a tactful and empathetic approach
Monitor customer cases to identify missed payments as per the T's and C's of the home finance, including monitoring payments, writing to customers and liaising with third parties to resolve cases
Identify and escalate any issues to supervisorsKnowledge and skills:

Banking experience – in mortgages or arrears handling (highly desirable)
Strong customer service experience in a regulated environment such as Banking or Financial Services
Excellent customer service skills, problem resolution skills and PC skills
Ability to multitask and work in a ever changing environment
Excellent verbal and written communication skills, as well as effective interpersonal and organisational skills

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