Servicing and Arrears Specialist

Servicing and Arrears Specialist

Location: London (Hybrid – 2 days in the office, 3 days WFH per week)

Salary: Up to £40,000

Hours: Monday to Friday, 9 am to 5 pm

Benefits

• Generous holiday entitlement
• Flexibility to work from home up to 3 days per week
• Pension scheme
• Enhanced Maternity/Paternity leave
• Health insurance
• Electric Vehicle scheme
• Regular Social events
• Cycle to Work Scheme
• Life Insurance

Responsibilities

• Uphold high standards of consumer duty across all mortgage servicing activities, ensuring customers are treated fairly and consistently.
• Review borrower requests and referrals, supporting decision‑making to deliver the best outcomes for customers.
• Monitor mortgage arrears and collaborate with third‑party servicers and funding partners to agree on collection strategies and process improvements.
• Assist with servicing, reporting and provide accurate documentation for internal teams and institutional funders.
• Oversee arrears and litigation cases, ensuring all actions comply with company policies, FCA regulations, and MCOB requirements.
• Track arrears trends, escalates complex or high‑risk cases with clear recommendations, and maintain accurate records to support audit readiness.
• Contribute to the continuous improvement of servicing, arrears and litigation processes, always keeping the customer at the heart of decisions.

Qualifications

• Experience in mortgage debt collection, including dealing with loans in default at expiry with a mortgage servicer or mortgage lender in the BTL lending sector.
• Customer‑focused with the ability to find effective solutions for borrowers, internal and external clients.
• Have a Consumer Duty mindset.
• Desired understanding of AML policies and procedures.
• The ability to work in a fast‑moving environment where priorities can change.
• Good time management skills.
• A good sense of humour.

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