Collections Officer

Collections / Customer Service Adviser

Location: Watford
Specialist Property Finance Lender

We're looking for a Collections / Customer Service Adviser to join a growing specialist lender in Watford. This role sits at the heart of the customer journey - supporting borrowers throughout the life of their mortgage agreement and ensuring positive outcomes, particularly where accounts require additional support.

If you have collections or arrears experience in financial services and enjoy helping customers find solutions, this could be a great next step.

• Manage and support customers throughout the life of their mortgage agreement
• Contact clients to discuss arrears and agree sustainable repayment solutions
• Handle inbound and outbound communication (phone, email, SMS, live chat)
• Manage accounts within collections queues and respond to customer requests
• Support litigation and repossession processes where required
• Identify and support vulnerable customers in line with regulatory standards
• Work closely with third parties such as solicitors and field agents

• Experience in collections or arrears management within financial services
• Experience supporting vulnerable customers
• Strong communication and negotiation skills
• Good understanding of financial services regulation and customer outcomes
• Highly organised with strong attention to detail
• Good standard of education including Maths and English
• Financial services qualifications (CeMAP, FPC or similar) advantageous

£30 - 40k Basic + Benefits