Mortgage Collections

Role Description


  • To work on the automated dialer telephone system to collect overdue payments from the client base and assertively negotiate with clients who are in arrears in line with current ASU strategy and policies.
  • Each agent is responsible for  maximizing the amount of money that is collected against overdue balances
  • To maintain a professional and compliant relationship with all clients while maintaining the focus to exceed set targets.
  • To validate if payments have been made on payment due dates as set by the previous agent, negotiating strong promises to pay with clients and to determine the next step in the ASU strategy.
  • The phone team will also be responsible for direct debit management and other “portfolio maintenance” campaigns as required by the business intuitively identifying cross selling opportunities as they arise.
  • To feed into the regular team meetings with regards to observations on strategies / effectiveness and suggestions for future campaigns
  • To refer accounts onto other teams within the Arrears Support Unit in line with credit policy and the ASU strategy
  • The objectives and outcomes expected of the customer contact team / agents will be driven by the campaigns identified by the telephony/ resource manager and the targets set will reflect these expected outcomes.
  • To support other teams within the ASU as required
  • Accurate systems updates are expected by the ASU Customer Contact Phone agent with an Action & Results code and any other relevant notes required.
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