Arrears Officer

Salary negotiable
Contract Type:
Full time

Do you have Collections/Arrears experience and would like to work for a stable and successful organisation? 

Are you looking for a role that will offer progression, training and development? 

My client, a well - regarded and established organisation based in Ipswich are looking to recruit a Collections Advisor to join their existing team. 

Your role is to proactively manage residential mortgage accounts that are in arrears by ensuring collection and litigation activities are carried out in accordance with regulations. 

On a day to day basis you will communicate with customers primarily by receiving incoming and making outgoing calls to understand circumstances, take payments and discuss options to find the best outcome for the customer. You will analyse customer documentation including bank statements and Income and expenditure forms to ascertain potential solutions for the customer and respond appropriately. 

Treating customers fairly is at the forefront of all customer contact and regular assessment and monitoring is completed to ensure the customer is treated in line with these principles and that any arrangement plans that are set up are appropriate and affordable. 

What the role involves: 

Taking inbound and making outbound calls from customers in arrears 
Manage caseload of borrower accounts that range from Day 1 arrears through to litigation 
Ensure the Teams Service Levels are met and be a contributor to that achievement 
Analysis of customer information to understand what the best outcome is for their circumstances 
Corresponding in writing to customers not available by telephone 
Liaising with third parties, Solicitors and Field Agents to instruct activity in line with policies and procedures 
Ensure all standards are achieved in line with client expectations of quality, productivity and performance 
Contribute to identification of improvement opportunities be influential in the finding continuous improvement possibilities to enhance our service to our customers and clients 

Ideal candidate will possess the following: 

Excellent communicator at all levels- both verbal and written 
Experience in using Microsoft Office packages 
Effective time management skills - to manage caseload to meet deadlines 
Reasoning and Mathematical skills - in order to calculate affordability and assess circumstances 
Attention to Detail - Recording of information must be accurate, factual and professional 
Minimum of Grade C in GCSE Mathematics and English, or equivalent 


Previous experience within the Mortgage/Collections industry preferable 

Personal attributes: 
Negotiator and Influencer - to be able to encourage open dialogue with the customer to gain trust and understanding of what a good resolution 
Empathetic manner - be able to confidently deal with difficult conversations whilst showing empathy and dealing sensitively, but appropriately 
Comfortable working within an FCA regulated environment working to the applicable rules and regulations 

This is an excellent opportunity to join at an exciting time - offering an excellent salary, lovely open place office environment and a great team and perfect location. 

The company offers benefits, further training and development and has an internal training academy - offering industry relevant qualifications.