Customer Service Representative - Arrears

The collections/recovery team will be responsible for delivering outstanding service in helping mortgage customers overcome payment difficulties or, where this is not possible, ensuring that the process leading to litigation are handled effectively and efficiently. All collection team activities must be carried out in accordance with legal and regulatory rules and guidance, agreed procedures and due care for the customer.

The purpose of the role is to make contact with and receive contact from the customer and establish appropriate repayment terms to clear overdue payments to facilitate the rehabilitation of customer’s account and avoid repossession of the mortgaged property.

Tasks and Responsibilities
 Make reasonable efforts to reach an agreement over the method of repaying any payment or sale shortfall, having regard to the desirability of agreeing with the customer an alternative to taking possession of the property
 Give customers a reasonable period of time to consider any proposals for payment that are put to them
 Offer options to customers in relation to reaching an agreement, such as extending the mortgage term, changing the mortgage type, deferring payment of interest or treating the shortfall as if it was part of the original amount provided and not automatically capitalising arrears
 Provide customers with adequate information to understand the implications of the proposed payment arrangements
 Liaise with third parties regarding the shortfall if the customer makes arrangements for this
 Adopt a reasonable approach to the time over which the shortfall should be repaid, having regard to the need to establish a payment plan which is practical in terms of the circumstances of the customer
 Grant (unless there is a good reason not to) a customer’s request to change the payment date or method of payment
 Give consideration, where no reasonable payment can be made, to the customer being allowed to remain in possession to effect a sale and;
 Repossess the property only where all other reasonable attempts have failed
 Receive and handle customer queries effectively
 Carry out associated administration accurately and within appropriate timescales
 Ensure that cases passed to external solicitors are managed and controlled effectively
 Communicate clearly within the team
 Communicate clearly with manager to ensure that role is appropriately supported to work most effectively and efficiently
 Maintain personal development records to ensure that appropriate skills and knowledge are acquired and cultivated
 Constantly challenge existing practices and processes and suggest improvements to ensure that service is most effective and efficient
 Ensure activity is carried out to agreed service levels and within agreed controls, meeting regulatory and statutory obligations
 Ensure understanding and compliance with the standards specified by the FSA (Principles, specifically Treating Customers Fairly and MCOB Rules and the other Codes of Conduct)
 Handle and escalate complaints in accordance with client policy and seek to identify practical changes to eliminate complaints

 Acquire, develop and maintain working knowledge of:
o policies and procedures across all client channels
o current market practice in handling customers experiencing mortgage payment difficulty
o general mortgage terms and conditions affecting collection and litigation processes
o potential actions to alleviate and resolve payment difficulty, e.g. payment arrangements, concession arrangements, transfers from repayment to interest only, arrears capitalisation and term extensions, and the circumstances in which alternative options might be suitable
o roles and responsibilities of third parties connected with the arrears management and litigation process, e.g. debt counsellors, lawyers, asset management companies and tracing agents
o legal (including Pre-action Protocol, court procedures and potential outcomes) and regulatory framework relating to mortgage arrears management/litigation/repossession
o current government support for customers experiencing mortgage payment difficulties (Support Mortgage Interest/Homeowner Mortgage Support Scheme) and the wider benefits regime, and of voluntary and other organisations offering advice to such customers

Attributes we’re looking for:
 Excellent communication skills, oral and written
 Reliability and passion to ensure we meet the commitments we give to our customers
 Experience of delivering excellent customer service
 An ability to work as part of a team and focus on achieving both individual and team performance to ensure Service Level Agreements, targets and regulatory requirements are met
 Demonstration of good interpersonal skills with customers and colleagues – a real team player
 An ability to record data accurately and ensure all activities adhere to corporate ethos and policy
 Flexibility to move quickly and effectively between tasks and systems
 Ability to give and receive honest and constructive feedback to drive improvements in personal and business performance

• Ability to discuss and address customer concerns and deal with them sensitively
• Ability to maintain a positive attitude and self motivation
• Good negotiation and active listening skills

Competencies:-

Essential competencies for this role are:
 Client & Customer Focus
 Respecting Others
 Working with Others
 Expert Knowledge
 Performance Focus
 Confidence and Communication
 Solving Problems
 Influencing Others

Requirements:Qualification:
Academic – Educated to GSCE level or equivalent
CeMAP not essential but desirable

Experience:
Minimum 1 year’s experience in a volume mortgage collection or debt recovery environment
Experience of working in a dialler/targeted sales environment would be advantageous
Good working knowledge of software packages e.g. Microsoft Word & Excel

Mandatory:
Credit history check
CRB/Disclosure Scotland check
Five year Career/Educational history references
Vertex Business Services - 9 months ago