Collections Officer – Mortgage Arrears Specialist

About the role

We are looking for an experienced Collections Officer to manage mortgage arrears for a growing portfolio. The role involves full ownership of cases from initial contact through to repayment solutions and, where necessary, litigation support. You will work within a supportive team that values empathy and professionalism.

Key responsibilities

• Handle inbound and outbound customer enquiries regarding overdue mortgage balances.
• Assess customers’ financial circumstances and agree on sustainable repayment plans.
• Update affordability information and determine appropriate arrears outcomes.
• Identify and support vulnerable customers in line with policy.
• Escalate complaints, litigation matters and potential financial crime concerns.
• Liaise with internal teams and third‑party partners to ensure timely, compliant case progression.

Required profile

• Proven experience in mortgage collections, arrears management or related litigation within a lender, loan servicer or consumer‑lending environment.
• Good understanding of the legal and regulatory framework governing mortgage lending.
• Strong customer‑focused approach with awareness of Consumer Duty.
• Excellent written and verbal communication skills, professionalism and integrity.

Required skills

What we offer

• Salary up to £35,000 per year, dependent on experience.
• Hybrid working – 4 days remote per week.
• 23 days holiday plus bank and public holidays.
• Simply Health cash plan and Bupa health cover after qualifying period.
• Free legal and conveyancing fee assistance.
• Volunteering days off and enhanced maternity/paternity leave.
• Company sick pay and ongoing learning & development opportunities.