Lightfoots Solicitors
Mortgage Arrears Collection Agent
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Lightfoots were established over 170 years ago and have been market leaders in lender services for over 40 years. Our award-winning end-to-end legal services now include providing a mortgage arrears management service to our lender clients.
We are committed to delivering positive outcomes in challenging circumstances, focusing on rehabilitating accounts, avoiding the cost and stress of litigation whenever possible.
Our Collections Agents engage with customers of a major retail bank, primarily over the telephone. This role is key to ensuring customers receive understanding, empathy, and a professional approach with the aim of reaching good outcomes while preserving the reputation our company has worked so hard to achieve.
This is a hybrid role - 4 days remote / 1 day office based in Thame, Oxfordshire.
Key Responsibilities
- Conduct inbound and outbound calls professionally with empathy and sensitivity aiming for good customer outcomes through fair treatment.
- Gain a thorough understanding of customers’ financial and wider circumstances to establish reasons for arrears, collect income / expenditure information and affordability data.
- Identify and agree appropriate solutions, communicating clearly in plain, jargon-free terms to ensure understanding.
- Recognise signs of vulnerability and financial difficulty, provide tailored treatment while identifying opportunities for signposting to appropriate, specialist external support.
- Recognise and identify customer dissatisfaction or complaints and handle or escalate appropriately. Report incidents with potential customer impact to management.
- Adhere to process, policy, and regulations while applying the spirit of FCA guidance.
- Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes.
What We’re Looking For
- Exceptional telephone and written communication skills with proficiency in the Microsoft applications suite.
- Good knowledge of mortgages and experience in dealing with late arrears.
- A positive and enthusiastic mindset with a passion for delivering exceptional service in a challenging environment reflecting the essence of Consumer Duty through empathy.
- Experience of identifying vulnerability and dealing appropriately with customers experiencing financial difficulty, temporary or longer-term vulnerabilities.
- Demonstrable skills in reasoning, negotiation, questioning, and active listening to conduct effective discussions around income and expenditure and agree solutions.
- A shared sense of team spirit, embracing a healthy blend of office and home working to help maintain an effective environment of collaborative and independent working.
- Demonstrable knowledge and experience of working within relevant UK Financial and Legal Regulations.
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Why work for Lightfoots Solicitors?
Our staff are our greatest asset and we work hard to provide a culture where you can thrive and enjoy a fantastic career. We provide a range of benefits to support you in and outside of the workplace.
Firstly, you will enjoy
- Your birthday off
- Enhanced annual leave in addition to bank holidays
- An enhanced pension scheme, alongside a competitive salary.
For your health
- BUPA Private Medical Insurance (after a qualifying period)
- Healthcare cash plan for your everyday healthcare expenses for you and your dependents
- Access to a 24/7 GP service
- Employee Assessment Programme
- Company sick pay
- Free flu vaccinations, and more.
For your wellbeing
- Discounted gym memberships
- Fruit in all offices
- Paid volunteer days
- Wellbeing and awareness events across the year.
Your wellbeing and mental health is our highest priority at Lightfoots, which is why we have 9 qualified Mental Health First Aiders across the firm to provide confidential support.
For you and your family
- We provide an option to use your own sickness entitlement if a dependent is unwell and needs your care.
- We also provide enhanced Maternity, Adoption, and Paternity leave alongside many more family-friendly policies.
- Generous discounts on legal services and your Birthday off.
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For your career
- We offer significant learning and development opportunities alongside a structured appraisal process, networking opportunities, and access to hundreds of webinars and training activities.
For your belonging
- We have an active Social committee, Charity Committee, Wellbeing Committee, and an ESG committee. We actively encourage new joiners to take an active part in a committee if it is an area of interest.
- We have firm-organised events throughout the year including quarterly socials, breakfast briefings, book club, and lots more……
If you think this role is perfect for you (or nearly perfect, we would still like to hear from you), please apply or if you would simply like to find out more, you can contact our recruitment team.
As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview, please do let us know.
Recruitment decisions are made on fair and objective criteria.
The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, confidential malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by Fair Processing Notices for Cifas' Databases | Cifas.
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