Collections and Recoveries Adviser

Job Summary

The purpose of this role is to be responsible for the day-to-day handling of customers who are having difficulties paying their home or buy to let finance. To encourage early engagement with customers and provide support in an empathetic manner. To provide support to customers that is flexible based on their individual circumstances, ensuring the regulatory requirements and an effective customer journey is achieved.

Please note this is a hybrid position, the current expectation is two days based in the Milton Keynes office and three days home based per week.

Key responsibilities

• Making outbound calls, answering incoming calls, and responding to customer correspondence in a timely manner.
• Build customer relationships by actively listening and resolving queries/complaints quickly, efficiently, and accurately. Explain policies and procedures courteously and patiently.
• Monitor all customer cases where payments are not being made as per the Terms and Conditions of the finance including but not limited to monitoring payments, writing to customers, and liaising with third parties.
• Identify and escalate any issues to managers.
• Develop and maintain a working knowledge of policies, procedures and systems.
• Adhere to the risk framework, identifying and escalating any issues as they arise.

Skills required

• Collections experience required (experience within conventional mortgages or Islamic home financing is desirable).
• Good knowledge of Consumer Duty regulations (desirable).
• Customer service experience in a regulated environment (desirable).
• Experience working with vulnerable customers (desirable).
• Excellent customer service and problem resolution skills.

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

Additional Details

We offer highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Dental cover
• Income protection
• Life assurance
• Employee referral bonus

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

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