Customer Service Specialist - Arrears

Posted on 17/04/2020
Ref #78CS
  • £25000 - £30000 per annum + Excellent Benefits
  • Fleet, Hampshire
  • Financial Services

Our client, based in Fleet, is currently hiring for a Customer Service Specialist - Arrears to manage customer accounts through early identification of financial distress by pro-active customer contact.


  • Contact all customers where potential hardship/vulnerability is identified and where the direct debit fails for payment collection.
  • Contact customers in arrears by telephone and/or in writing; through relevant questioning establish the customer circumstances and reason for the payment shortfall and endeavour to reach a sustainable solution for payment and wherever possible avoid enforcement action.
  • Implement forbearance measures at the earliest opportunity.
  • Through case management, build and maintain the customer relationship for all customers in arrears building a financial profile whilst gathering information from the customer in order to negotiate a sustainable payment plan.
  • Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
  • Adhere to procedures to implement best practice; challenging when necessary in line with Arrears Consultant mandate, escalate where appropriate.


  • Previous experience of working within a mortgage collections environment.
  • Previous experience of working successfully within a busy team, whilst interacting with colleagues with a view to providing excellent customer service
  • Driven to provide excellent customer outcomes.
  • Teamwork & Ability to work on own initiative
  • Excellent Interpersonal/Communication skills & telephone manner.

This is a full time, permanent position working Monday-Friday, 9:00am - 17:00pm

Our client offers an excellent remuneration package and excellent career progression prospects.

Please apply online to be considered.

Posted By
MarkJames Search