Mortgage Payment Support Associate

At YBS, we’re here to do what’s right. Not just for our members who use our savings and mortgage products. But for our communities, our society, and our world. And it all begins with our people.

We’ve created the kind of workplace where you can make a difference. It’s somewhere you can put purpose ahead of profit. Where you can balance commerciality with conscience. Where you can focus on growing, developing, learning, and progressing. Where you can be your best.

And where you can do the right thing - for you, your career, and your future.

About the role

In this rewarding role you will have a real opportunity to grow your skills and advance your career, with reward, recognition, and support as you develop. The successful candidate will:

· Demonstrate resilience and the ability to support customers through challenging times, ensuring appropriate outcomes and a high standard of service. Use initiative and critical thinking to provide Good Customer Outcomes and resolve issues at first point of contact for our customers who find themselves in financial difficulty.

· Show empathy and understanding of each customer’s unique circumstances and needs.

· Identify and support vulnerable customers, tailoring your approach to meet their individual needs with empathy and care.

· Support customers through the full arrears journey, discussing how and why their account is in arrears, identifying barriers and offering appropriate solutions to help them remain in their homes.

· Make informed decisions on the account progression within an agreed framework.

· Create clear, impactful, and informative written communications to encourage customers to work with us.

· Work to agreed service levels, quality targets and operational metrics.

About you

You’ll spend much of your day communicating with customers and colleagues via phone and email, so strong communication skills and an ability to quickly build relationships are essential.

Complex customer service experience is also important, as you’ll play an important part in helping us provide the best possible service to our customers and because things can change fast and often, you’ll have excellent attention to detail, lots of resilience, and a genuine ability to take setbacks in your stride. You’ll also bring:

· A high level of emotional intelligence to recognise and manage powerful emotions in customers during distressing times - and have the ability to handle complex situations calmly.

· Excellent listening and communication skills

· The ability to effectively build relationships.

· The ability to make sound decisions within an agreed framework.

· A passion for helping customer and seeking solutions in complex or challenging situations.

· Experience of Mortgage Arrears Management and/or Collections experience is valuable but not essential as full training to fulfil this role will be provided. What is essential is your passion and willingness to learn and a desire to offer real help to our customers.