Pepper Money UK
Mortgage Arrears Executive
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Mortgage Arrears Executive
Are you our new Mortgage Arrears Executive?
Working in our fast-paced, successful Arrears team in our Cardiff/Manchester offices, there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.
We really do believe that our people are our main competitive advantage – the ‘thing’ that sets us apart from our competitors.
Our passion is to "Help People Succeed". This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.
About the Role
You’ll support customers who are struggling with mortgage payments by speaking with them to understand their financial situation, agreeing suitable repayment or forbearance solutions, and identifying any vulnerable circumstances requiring extra care.
You’ll manage arrears-related calls and correspondence, work accurately within regulatory and company guidelines, and contribute to delivering fair, positive outcomes for all customers.
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Key Responsibilities
- Speak with customers to understand financial difficulties and agree suitable repayment or forbearance solutions
- Handle arrears-related calls and correspondence professionally
- Identify and support vulnerable customers with appropriate care
- Follow FCA guidelines, Consumer Duty, and internal procedures
- Keep processes accurate, meet deadlines, and stay updated on regulatory changes
- Record and mitigate risks while supporting wider team activities as needed
Requirements
We are looking for someone with experience in mortgage or loan arrears who can confidently:
- Engage with customers in financial difficulty
- Communicate clearly and agree appropriate repayment or forbearance solutions
- Demonstrate empathy, resilience, strong organisation, and communication skills
- Support vulnerable customers appropriately while working accurately under pressure
- Have a solid understanding of regulatory requirements
- Show commitment to delivering fair customer outcomes
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Benefits
Some of the benefits we provide include:
- Competitive salaries and bonus schemes
- Hybrid home/office working arrangements
- Regular training and opportunities to learn and grow
- Holiday leave plus bank holidays
- Medical insurance cover
- Life insurance
- Health and wellbeing support
In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to shape and influence the way the business grows, then Contact HR today.
We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter. Further information can be found on the Careers section of our website.
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