PO262 - Senior Arrears Officer

Purpose of the role:

Working collaboratively to deliver high productivity, undertaking effective control of mortgage arrears, mortgage term expiries and end to end mortgage processing and administration across the Member Services department that results in service that stands out for all Members and Brokers.

Dealing with customers in financial difficulty in accordance with good practice, relevant Codes of Conduct and Regulation, whilst treating the customer fairly and delivering high standards of customer care, ensuring that repossession is the last resort.

Providing support to the Mortgage Servicing Manager in delivery of reporting and oversight of the team.

The day to day role:

• Assisting Mortgage Servicing Manager in performing regular Quality Assurance, Training and Competency checks, producing and checking Arrears data.

• Assisting Mortgage Servicing Manager in supporting team members with complex cases, identifying and addressing training & development needs.

• Through individual and teamwork, strive to exceed SLAs by maintaining awareness of workloads and assisting other team members.

• Demonstrate a willingness to acquire the mindset of a competent Senior Arrears Officer

• Monitoring, reviewing and controlling arrears cases in accordance with Society Policy and Procedures, Codes ofConduct and Regulation and within agreed Service Level Agreements (SLA's)

• Liaison with customers with mortgage arrears to develop a plan for dealing with their financial difficulties and clearing the arrears, consistent with both the customers' interests and the Society's commercial interests delivering a "best in class" service.

• Monitoring and ensuring adherence to negotiated payment plans.

• Negotiating with the customer any capitalisation of arrears within the terms of the Society's Policy and Procedures.

• Instructing and liaising with External Agents to conduct arrears visits to counsel the borrower in order to come to an arrangement with the borrower to bring the account up to date.

• Preparing forbearance reviews and documentation for the Society's Solicitors to commence possession proceedings with a view to obtaining an Order from the Court

• Preparing forbearance reviews and documentation for the Society's Solicitors to instruct our Receiver.

• Preparing documentation to enable possession cases to be closed, including MIG claims where appropriate.

………. and more!

To be successful you will have knowledge of:

• Passionate about building excellence through delivering a service you can be proud of 

• Excellent communication skills to build strong connections with our customers 

• Outstanding attention to detail and accuracy

• Respectful and kind; the way we treat each other sets the tone for how we treat our customers

Rewards & Benefits

• Performance Related Recognition Scheme 

• Annual Bonus 

• Pension 5% Employee and 8.5% Employer 

• Physical, Mental and Financial Wellbeing support 

• Life Assurance & Income Protection

• Holiday Exchange

and lots more…. please get in touch to find out more….

About Us

We all know happiness comes from within. And it’s no different with Money Happiness. It starts right here! At Saffron BS we’re ready to build it, inspire it and celebrate it with our members, people and communities.

So, whatever that ‘happy’ is – from picking up the keys, to saving for that big day – we’re here with open arms, curious minds, and the kettle on. Ready to cheer our members on when they’re winning or build them back up when things haven’t gone to plan. And why? Because that’s what families do. 

For us, this is much more than a job. We’re here to make things better, roll up our sleeves and think what’s next to rebuild. Our people are the beating heart of Saffron, and it takes each and every one of us to provide the service we’re proud of. 

So, bring you! Your energy, an abundance of team spirit and your hunger to help. Together we are building happy.

At Saffron, we are committed to building happy; for our communities, members, and each other. We do this through attracting and building a diverse group of talent and encouraging an inclusive environment which fosters a sense of belonging for all. We hire the best people and have a collaborative culture where everybody’s uniqueness is celebrated and respected. We recognise the strength in having a diverse workforce, adding different perspectives, ideas and values. We are inspired to leave a legacy for our communities and each other.