We are recruiting for a Customer Contact Agent to join our Retail Mortgage Services (RMS) team in Manchester.
This is an excellent opportunity to work within a team who act for some of the biggest lenders in the UK. You will be working to help set up solutions to help and support a customer through the litigation process with an overall objective of keeping them in their homes and preventing litigation.
We have a fantastic and diverse team which is made up of colleagues of a wide variety of ages and backgrounds. Our team and colleagues here are praised by customers on a regular basis for all the support we provide. If you enjoy helping people, then this role may just be the perfect opportunity for you.
Your Role
- Working on behalf of TLT’s clients to work with their customers currently behind on their mortgage payments and facing repossession of their home.
- Using active listening, empathy and relationship building to get to know your customer, to build the trust and for the customer to feel comfortable in explaining their financial or personal difficulties to you.
- Investigating a customer’s situation to establish what has caused the arrears whether the challenges being faced are short term or long term to then look at the options available. We strive to work with customers to try to avoid the litigation and keep the customers in their home.
- Helping customers to understand their financial responsibilities and the best solution that suits the customer.
- You will be supported by a Team Manager and a Team Coach who will provide one on one management and coaching support.
Your Skills and Experience
- Effective telephone communication skills with the ability to empathise and relate to the sometimes-emotive conversations that take place with customers.
- Successfully build rapport with customers to understand the situation & identify the best solution.
- Previous experience of dealing with customers within credit control, customer service, customer account management within a financial or professional services environment.
Your Team
Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.
TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate.
We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLT.com
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