Arrears Management Advisor

Working at the Cumberland you become part of something special. Were a Mutual organisation committed to improving the lives of our colleagues customers and community. Our values are incredibly important to us.

Were on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference then this is the job for you.

We have an exciting opportunity for an Arrears Management Advisor to join our Arrears Management team on fixed term contract for a period of 12 months.

The Benefits

• Salary - up to 27293p.a. depending on skills and experience.
• Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.
• Learning and Development opportunities - We want you to grow in your role. Well work together to support your personal and professional development.
• Hybrid Working - the tools and equipment you need to be able to work from home when you need to depending on your role.
• Health and Wellbeing - a calendar of events and activities throughout the year Mental Health & Wellbeing champions and Cycle to Work scheme.
• Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.

We are looking for an individual who has dealt with either personal or commercial customers in the past and who can provide first class customer service when customers need our help and support most.

Main Responsibilities

• Dealing sympathetically and positively with customers who have mortgage arrears or current account debt.
• Communicating effectively with customers by telephone email and letter.
• Making proactive outbound customer calls
• Dealing with arrears and current account cases.
• Negotiating repayment plans ensuring that these are affordable and sustainable.
• Making decisions about individual cases in line with your agreed mandate levels.
• Managing a case load efficiently ensuring that documented procedures are followed and compliance requirements are met.
• Ensuring that customers individual circumstances are considered in all contact so that the customer receives the best possible outcome.
• Ensuring that agreed service levels are achieved.
• Identifying process improvements in order to reduce costs and /or improve service.
• Maintaining competence within the training and competence scheme

About you

You will have:

• Experience providing excellent telephone based customer service
• Understanding of compliance areas (MCOB CCA and HCC)
• A firm but fair approach to dealing with customers in potential financial difficulty

An understanding and alignment to our core values:

• Customer Led
• Straight Forward
• Responsible
• Forward Thinking
• Better Together

Location

This is a hybrid working position where the successful applicant will be required to work from our Head Office in Carlisle as required.

Were here to create a banking experience thats kinder to people and planet.

Unlike banks we dont have public or private shareholders which means we can invest 100% of our profits back into our business. As a result our business is purpose-led financially strong socially responsible and always focused on our people planet and communities.