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Arrears Specialist
£30,000 - 32,000
Lightfoots LLP
1-3 High Street, Thame
£30,000 - 32,000
Requirements
Must:
We are looking for candidates with the following qualifications:
- Exceptional telephone and written communication skills, along with proficiency in the Microsoft applications suite.
- A positive and enthusiastic mindset, demonstrating a passion for delivering exceptional service in challenging environments, while reflecting the essence of Consumer Duty through empathy.
- Experience in identifying vulnerability and dealing appropriately with customers who are experiencing financial difficulties, whether temporary or long-term.
- Demonstrated skills in reasoning, negotiation, questioning, and active listening to conduct effective discussions around income and expenditure and to agree on solutions.
- A shared sense of team spirit, embracing a healthy blend of office and home working to maintain an effective environment of both collaborative and independent working.
- Good knowledge of lending products and arrears management, preferably within the mortgage sector.
- Demonstrable knowledge and experience of working within relevant UK financial and legal regulations.
Responsibilities
As part of our Customer Solutions Team (CST) focused on mortgage arrears management, you will:
- Conduct inbound and outbound calls with a professional approach, empathy, and sensitivity, aiming for good customer outcomes through fair treatment.
- Gain thorough understanding of customers’ financial and wider circumstances to establish reasons for arrears, and collect income/expenditure information and affordability data.
- Identify and agree on appropriate solutions, communicating clearly in plain, jargon-free terms to ensure customer understanding.
- Recognize signs of vulnerability and financial difficulty and provide tailored treatment while identifying opportunities for referring customers to appropriate specialist external support.
- Recognize and identify customer dissatisfaction or complaints, managing or escalating appropriately while reporting incidents that may impact customers to management.
- Adhere to processes, policies, and regulations while applying the spirit of FCA guidance.
- Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes.
Description
Lightfoots has been a market leader in lender services for over 40 years, and over 170 years since our establishment. Through our award-winning end-to-end legal services, we are dedicated to delivering positive outcomes in challenging circumstances, focusing on rehabilitating accounts while avoiding the cost and stress of litigation whenever possible. Our Arrears Specialists are key to ensuring customers receive understanding, empathy, and a professional approach, aiming for good outcomes while preserving our company's hard-earned reputation within the community. We value our employees as our greatest asset and offer a benefits package designed around what our people value most, including competitive salaries with annual reviews, enhanced pension contributions, and a comprehensive health and wellbeing program. We are also committed to promoting diversity and providing equal opportunities for all individuals and ensure a supportive and accessible workplace for those with disabilities. If you believe this role may be a perfect fit for you, we encourage you to apply. We would love to hear from you even if you have some questions about the position!
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The company with most openings is DataAnnotation as they are hiring for 48 different Business Specialist jobs in the UK. They are probably quite committed to find good Business Specialists.