Arrears Manager

Are you an experienced Arrears Manager within the mortgage industry, looking for your next challenge?

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for an Arrears Manager with proven experience to join our dynamic teams in either Uxbridge, London or Skipton, North Yorkshire.

We are looking for highly motivated professionals with experience in managing residential mortgage and loan portfolios in a highly customer-focused environment within the financial services sector – particularly those that have entered the arrears or litigation stages.

Your role will involve the day-to-day management of a mortgage servicing team, including queue performance, mandated decision-making, complaint-handling, and project work. We service end-to-end mortgages which flow through the complete mortgage life cycle.

As an Arrears Manager, your key responsibilities will include:

• Managing a team of Arrears and Litigation Specialists delivering workout solutions to customers experiencing payment difficulty.
• Mentoring and developing a direct team, managing work allocation, training, problem resolution, performance evaluation, and the building of an effective team dynamic.
• Delivering positive customer outcomes and managing the credit risk associated with loan level decisions.
• Overseeing a compliant and robust litigation process through actively managing internal processes and third-parties.
• Developing strategies for dealing with delinquent loans according to best practice techniques and changes to the regulatory environment.
• Assessing loan workout options at account level and then entering into dialogue with the customer to discuss the options and determine the best outcome.
• Monitoring loan workout performance, preparing MI, and analysing arrears reports/trend analysis and using this to refine/improve servicing strategy.
• Attending third-party review meetings where necessary, including preparation of agendas and documenting actions.
• Keeping up to date with government initiatives relating to arrears and litigation and recommending changes to strategy where required.
• Facilitating the timely provision of accurate MI to internal and external stakeholders.

Essential Skills:

• Recent experience in a Team Manager role
• Experience in managing UK residential mortgage and loan portfolios
• Ability to analyse problems, think creatively, and make effective decisions in the appropriate timescales
• Proven leadership ability, team management, and interpersonal skills
• Excellent analytical and abstract reasoning skills, plus excellent organisation skills
• Detail-orientated, and able to use data effectively
• Able to effectively delegate and work to tight deadlines
• Good working knowledge of Microsoft Excel. Knowledge of Dimensions Access Accounting and Phoebus will be of benefit but not essential.

Our benefits

• Salary up to £60,000 per annum
• Hybrid working
• Private medical insurance
• Salary Sacrifice Pension matched up to 8%
• 25 days holiday plus bank holidays (up to 30 days with length of service)
• EAP
• Enhanced maternity and paternity
• Wellbeing and Volunteering Days
• Eye care contribution
• Payroll Giving
• Life Assurance

Additional Information:

This is a hybrid role and there will be an expectation (following an initial training period), of two days per week office attendance.

About Pepper Advantage

The UK arm of Pepper Advantage was established in 2013, and today we’re one of the most successful and dynamic loan-servicing businesses throughout the four home nations. With offices in London and the North of England, Pepper Advantage UK employs over 360 people and has approximately US$25 billion in assets under management. Key sectors include commercial and residential mortgages, including prime, near-prime and non-conforming, and SME loans.