Arrears Management Advisor

Overview

Working at Cumberland Building Society, you become part of a special Mutual organisation, dedicated to improving the lives of colleagues, customers, and the community. Cumberland Building Society is on an exciting transformational journey with Cumberland Building Society's people at the forefront.

Cumberland Building Society is seeking an Arrears Management Advisor to join Cumberland Building Society's Arrears Management team. This role involves providing first-class customer service to those experiencing financial difficulties.

The Benefits

• Salary: Up to £26,498 p.a. depending on skills and experience.
• Holidays: 25 days holiday plus public holidays with the option to buy and sell up to 3 days.
• Learning and Development: Support for personal and professional growth.
• Hybrid Working: Necessary tools for remote work.
• Health and Wellbeing: Events throughout the year and a Cycle to Work scheme.
• Community Day: An extra paid day off each year to assist local charities.

Main Responsibilities

• Assist customers with mortgage arrears or account debt.
• Communicate effectively via phone and letters.
• Negotiate sustainable repayment plans.
• Make informed decisions about individual cases.
• Manage a caseload while adhering to documented procedures.
• Consider individual customer circumstances for optimal outcomes.
• Achieve agreed service levels and identify process improvements.
• Maintain competence within the training scheme.

About You

Cumberland Building Society seek individuals with:

• Experience in customer service by telephone.
• A firm yet fair approach to customers in financial difficulty.
• An understanding of compliance requirements.

Location

This is a hybrid position based in Cumberland Building Society's Head Office in Carlisle.

Join Cumberland Building Society in creating a kinder banking experience. Unlike traditional banks, Cumberland Building Society invest 100% of Cumberland Building Society's profits back into the community.