Arrears and Collections Associate

Marks Sattin is working with a world class organisation based in Basingstoke, who are recruiting for an Arrears & Collections Associate to join their growing team on a Permanent basis. The role is full-time, 37 hours per week.

Duties include but not limited to:

• To ensure we provide an exceptional service to our customers who are in financial difficulty and ensure we are treating our customers fairly
• To manage a portfolio of cases approaching maturity to ensure the loan is repaid, extended or refinanced within the timescales available
• To manage cases where the loan has fallen into arrears, either the CTB loan or the Primary, to understand the reasons for the financial distress and the likelihood of quick resolution
• Where one of the options above cannot be achieved, consider a bespoke workout solution for the loan, considering timelines, rental income, serviced payments and other security. Make recommendations to the ACTL and HOPO, based on the customer, their loan and other factors considered
• Where these options are not available to ensure prompt instruction of an LPA Receiver, or Possession proceedings, within the policy timeframes, ensuring the customer is aware of the consequences of the action and their timelines to resolve the issue
• To work with the options available to ensure the loan does not become forborne and require greater capital allocation
• To assist with ad hoc projects, including those following regulatory change i. Payment Holidays as allocate by the ACTL
• To provide support to the ACTL, in ad hoc tasks and specific activities, using knowledge of processes and systems
• To support the Customer Services team as required, checking manual redemption quotations, posting financial transactions and checking documentation produced by the team
• To support colleagues within the wider Servicing Team
• Assisting with the production and preparation of Property Risk Committee reporting pack and general month end reporting
• To find ways to improve the service we provide to our customers in financial difficulty
• To work with ACTL to ensure we capture workflows and process maps and work across the team to identify and analyse how we can make things better for our customers and our colleagues
• To follow the defined business process and Arrears & Forbearance Manual
• Attend meetings alongside senior management of the team
• To ensure a first class service is delivered that both contributes to the overall performance of the business, whilst meeting all best practice and regulatory requirements
• Maintain an excellent level of quality in all tasks undertaken

Ideal previous experience requirements:

• Strong arrears management background within Financial services
• Excellent telephone manner and customer service skills
• Experience of working with an Intermediary led business
• Experience of working within a busy team environment
• Experience in managing own workload and bring flexible where required in the approach to day to day activities
• Experience of maximising personal productivity by achieved and exceeding individual performance targets

If you are interested in the position and have suitable experience, please send your up to date CV directly to Dimitri Bishop at