Arrears Support Officer

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Job Description

Key responsibilities include, but are not limited to:

  • Overall management and responsibility for a dedicated list of mortgage accounts
  • Liaising with customer via email and telephone in accordance with the Code of Conduct on Mortgage Arrears (CCMA) and the Mortgage Arrears Resolution Process (MARP) 
  • Come to arrangement with borrowers, within prescribed parameters
  • Recommend strategy and options on your portfolio to senior management
  • Attend face to face meetings with borrowers and their professional representatives if required
  • Deal with service queries in a prompt and professional manner  
  • Achievement of Individual and team targets
  • Quality and Compliance CCMA
  • Returning Accounts to ‘re performing’ status

Person Specification competencies

  • Customer Service and Commercial Awareness
  • Influencing/Persuasion and Negotiation skills
  • Communication skills – Interpersonal and Written
  • Judgment & Decision-Making
  • Team Working
  • Knowledge of CCMA, CPC, MARP
  • A flexible approach to work and the ability to adapt in a fast paced environment
  • Ability to interact effectively with varied stakeholders to achieve your goals.
  • Highly detail oriented.
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