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 be afforded a real opportunity to progress your skills, your career and will be suitably rewarded as you grow in your role.

• Using initiative to provide Good Customer Outcomes and resolve issues at first point of contact for our customers who find themselves in financial difficulty
• Support customers with empathy to understand their individual needs and circumstances
• Support customers through the full arrears journey, discussing how and why their account is in arrears, exploring barriers to offer appropriate solutions to keep customers in their homes
• Make informed decisions on the progress of accounts within an agreed framework
• Create impactful and informative written communications to encourage customers to work with us
• Working to agreed service levels, quality targets and operational metrics

About you

You’ll spend much of your day communicating over the phone and by email with customers and other colleagues, 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.

• 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 decisions within an agreed framework
• A passion for wanting to engage with customers, to seek solutions in complex situations and to do the right thing
• 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 a passion for learning and a desire to offer real help to our customers.