Collections Agent (Mortgage Focussed)
RemoteUnited Kingdom
Job Summary
Engage with customers in mortgage arrears via phone, email, and written communication to conduct affordability assessments and determine suitable forbearance or repayment solutions. Identify and support vulnerable customers with empathy while ensuring all interactions comply with FCA guidelines and Treating Customers Fairly principles. Accurately update customer records and systems, and liaise with internal teams for complex cases. Stay current with regulatory changes affecting mortgage collections. This remote role offers a competitive day rate via Rockford Payroll until the end of 2025, with potential extension into 2026, within Deloitte Operations supporting a leading financial services provider.
Required Qualifications
- Previous experience in mortgage collections or arrears management
- Strong understanding of forbearance options, affordability assessment, and vulnerability support
- Excellent verbal and written communication skills
- Ability to work under pressure, manage case volumes, and handle sensitive situations with empathy and discretion
- Location: United Kingdom, Remote
- Contract Length: Till the end of 2025, extension into 2026
- Competitive Day rate via Rockford Payroll
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