Arrears Consultant

Location: Woking

Salary: £25,000-£28,000 + Benefits

My client based in Woking are seeking Arrears Consultants to come and join their fast growing team. To apply for this role you will need excellent customer service and strong attention to detail. Previous experience within financial services is essential in an office based environment.


Main Responsibilities:

Aid my clients customers for queries and information requests.

Contact customers regarding overdue balances, payments, fees, and charges to ensure informed customer interactions.

Conduct inbound and outbound calls professionally and empathetically, ensuring fair treatment of  customers.

Ensure accurate capture of customer and loan-related data during the loan administration process on the in-house system.

Establish and maintain effective working relationships with key third-party business partners.

Provide relevant statements to customers promptly in accordance with regulatory guidelines.

Recognize and identify customer complaints, escalating them appropriately.

Identify ‘vulnerable’ customers and provide available forbearance options.

Assist customers in arrears by presenting information and available options.

Escalate accounts to management when all options to recover monies have been exhausted, and legal action may be required..

Report incidents with potential customer impact to the Head of Compliance promptly.

Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes to prevent detriment.



Proven experience in Financial Services within an office-based environment.

In-depth knowledge of secured lending products, preferably with expertise in second charge mortgages.

Prior experience in Customer Services or Arrears Management, with a preference for candidates with experience in both areas.

Familiarity with working in a regulated environment.



Company pension.

Bonus Scheme.

Private Medical Insurance.

Casual dress.

Cycle to Work Scheme.

Referral Incentive Scheme.