Arrears Agent

08 Apr 2019
06 May 2019
Contract Type
Exciting opportunities for customer-focused individual to become Mortgage Arrears Agents with Capita: Western Mortgage Services

Are you customer driven? Are you enthusiastic? Do you like working in a fast paced environment? If yes, then we have a fantastic opportunity for the right candidate to join a dynamic and progressive company.

As a Mortgage Arrears Agent with Capita: Western Mortgage Services, you will provide arrears support to customers facing or currently in financial difficulty, meeting customer needs through the delivery of high professional standards whilst sustainably delivering defined commercial performance measures for the business.

This role is based in Leek and our opening hours are 8:00-18:00 Monday to Friday and 8:00 - 13:00 on Saturday. As part of your role you will be required to work flexible shift patterns. This is a permanent opportunity with a variety of benefits, including a generous salary between GBP18-GBP22k depending on experience. Full training will be provided and there is an opportunity to progress via the Mortgage Services pay progression scheme.

What you will do:

* Respond to inbound calls and make outbound telephone calls for customers in mortgage arrears. This will include manual and auto/predictive dialler activities.

* Carry out post and email administration.

* Handle standard queries and specialist enquiries where appropriate, transferring non-arrears enquiries that cannot be dealt with to other departments.

* Identify vulnerable customers, showing empathy & considering referral to the vulnerable team.

* Effectively conclude forbearance options, using influencing and questioning techniques.

What do you need to succeed?

* Experience in working in a customer based environment.

* Experience of developing strong customer relationships.

* Be able to establish an excellent rapport with customers

* Have strong negotiating skills

* Confident in using multiple computer systems.

* Excellent communication skills both written and verbal.

About Capita Western Mortgage Services

Western Mortgage Services (WMS) is part of Specialist Services. Its primary client is Co-op Bank and provides mortgage outsourcing services including loan origination, account servicing, collections and recoveries. Its main offices are situated in Leek, Staffordshire and Plymouth, Devon. Mortgage Outsourcing is a key growth area for Capita and WMS is playing a significant role in supporting sales activity and delivering services to new clients.

Capita Western Mortgage Services are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. We believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day's holidays (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.

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Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership