Collections Advisor

Posted on
Tipton, Head Office Competitive

Collections Advisor

A new opportunity has arisen to join our Collections team. Here at Tipton we look to proactively manage and support our customers who are in financial hardship from the moment they anticipate difficulties to the sale of a property in possession, we work with customers to rehabilitate their mortgage and to try and ensure they can keep hold of their property. We have an outstanding track record and we are looking for someone to continue this. This is a full time position working 35 hours a week.

Key Accountabilities

  • Responsible for proactively contacting borrowers at various stages of arrears in order for the borrower to get up to date with their repayments and where appropriate agree tailored solutions with the borrower
  • Taking payments from customers & authorised parties including setting up Direct Debit instructions
  • Accurately record events onto the Account administration systems adhering to DPA and GDPR requirements
  • Respond to customer queries in the form of free format letters, where appropriate
  • Effectively negotiate arrangements offered, using influencing and negotiation techniques including:
    • Accurately capturing information to assess customer circumstances including customer Income & Expenditure information
    • Ensure decisions are made in line with Society’s Policy and Financial Regulations & Legislation
    • Consideration of Forbearance options
  • Identifying & assessing vulnerable customers & considering/applying forbearance solutions
  • Investigate & respond to complaints raised by customers and/or their representatives
  • Prepare the monthly MI and Board papers as required
  • Carry out other tasks, projects & duties as required
  • Embrace the Society Values and deliver a customer experience ensuring we do the right thing for our customers


  • Communicates effectively
  • Time Management
  • Drives for Results
  • Customer Focus
  • Service Quality
  • Adaptability
  • Interpersonal Skills
  • Functional/Technical Knowledge
  • Negotiating for Success
  • Decision Making

Qualifications & Experience:

  • CeMap preferred or willing to undertake the necessary study to gain the qualification
  • Minimum of 5 GCSEs (or equivalent) at C, to include Maths and English

Knowledge, Skills:

  • Ability to work in within a target-driven, telephoned based financial environment with a desire to exceed expectations
  • Positive attitude and resilient when faced with challenging situations
  • Ability to assess, analyse & recommend solutions to customer & process related challenges/problems

Salary: Competitive

If you would like to apply for the position, please send your full CV with a covering letter demonstrating your suitability for the role by close of business on 7 May 2021

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