The role of a Customer Service Officer within Collections is a wide ranging, challenging but rewarding role. You’ll initially focus your efforts on our Maturities Portfolio (managing accounts where the final account holder is decease or in long term care requiring the mortgage to be repaid), but overtime, we’ll up-skill you to be able to manage a variety of different complex scenarios we face. This will include, breaches of terms and conditions, property risk, arrears, litigation and asset management.

Our roles are full time Monday to Friday and the latest you’ll finish is 17:30, meaning you’ll have the weekends off to relax!

We’re offering a starting salary of £23,000-25,000,   dependent on your experience and performance at assessment, plus an annual performance related bonus. 

We are working towards a business model where colleagues will be partially home based and partially from our Solihull office.

You will be responsible for working with customers experiencing financial difficulties as well as customers or their representatives that have experienced a Repayment Event (Death or Long-Term Care of the last surviving customer)

You will be responsible for managing your own case load, end to end, providing an accurate, compliant and timely service and carry out more complex customer transactions.

You will use your exceptional written and verbal communication skills to build rapport quickly, ensure understanding, identify vulnerable indicators and treat customers with empathy, professionalism and understanding.

You will be dealing with both customer’s and their family members / representatives, often during what is a challenging time for them. So you’ll need to be able to show empathy, resilience and have excellent written and verbal communication skills.

We like our team to be responsible for their own case load so planning and time management are definite skills we’re looking for and this will give you the opportunity to find the best way of working for you. But we also need to ensure we collectively hit our service levels, so we often help each other out and regularly work collaboratively.

We are a relatively new team so we’re still developing and tweaking our processes so we’d like someone who can embrace change and better still, get involved in shaping the future of our team.

As a department, we tend to see a lot of challenging, complex accounts, so previous mortgage or financial services experience would be great, experience of probate / litigation would be even better but above all else, we want some who takes ownership and see things through to resolution.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products. Your hard work will be rewarded when you join us.