Collections Agent, Mortgage Focused

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June 26

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Deloitte

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Consulting • Financial Advisory • Technology, Media & Telecommunications

Deloitte is a leading global provider of audit, consulting, tax, and advisory services. With a strong commitment to innovation and sustainable practices, Deloitte helps organizations navigate the complexities of business transformation and optimize their operations across various sectors. The company emphasizes respect, inclusion, and diversity, ensuring a collaborative working environment that fosters growth and development for its employees.

10,000+ employees

Founded 1845

📋 Description

• Engage with customers in mortgage arrears via phone, email, and written communication. • Conduct affordability assessments to determine the most suitable forbearance or repayment solutions (e.g., payment arrangements, payment holidays, interest-only options). • Identify and support vulnerable customers with empathy and professionalism. • Ensure all interactions comply with FCA guidelines, internal policies, with a focus on Treating Customers Fairly (TCF). • Accurately update customer records, systems, and case notes. • Liaise with internal teams (e.g., risk, legal, compliance) for complex or escalated cases. • Stay up to date with regulatory and policy changes affecting mortgage collections and forbearance.

🎯 Requirements

• 5+ years of experience in mortgage collections or arrears management • Strong understanding of forbearance options, affordability assessment, and vulnerability support. • Excellent verbal and written communication skills. • Ability to work under pressure, manage case volumes, and handle sensitive situations with empathy and discretion.