Mortgage Collections Advisor

At YBS, we want our colleagues and customers to feel valued and respected. To do so, they need to be well informed and engaged with the journey the society is on. To support with this, we are looking for an advisor within our Mortgage, Collections and Recoveries department to support customers who are in financial difficulty.

Within our Collections and Recoveries team we are committed to helping customers remain in their home and we do this through an in-depth analysis of customers circumstances, reviewing their financial income and expenditure to enable us to offer appropriate solutions.

About the role
You will be utilising your in-depth experience and knowledge to engage with our customers, assess their individual circumstances and offer solutions which support keeping customers in their homes, this will also include taking customers through the full journey which may result in litigation activity.

• Make inbound & outbound contact with customers who are facing financial difficulties to support them to engage with us and agree solutions.
• Make informed decisions on the progression of accounts taking all circumstances into consideration
• Create impactful and informative written communications to encourage customers to engage with us
• Where appropriate progress cases into litigation activities leading to exit strategies.

About you

• High level of emotional intelligence and resilience with the ability to recognise the powerful and distressing emotions in customers and be able to handle these situations calmly.
• Experience of Mortgage Arrears Management from pre-arrears through to litigation activities.
• Ability to communicate verbally and in written format making complex decisions within an agreed framework.
• A passion for wanting to engage with customers and flexibility to seek solutions where customers are reluctant to engage with us.

About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.

Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:

Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.

Bonus. We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.

Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.

Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.

My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts,

Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.

Please note applications are reviewed frequently therefore this role may close prior to the advertised closing date.