Mortgage Forbearance Executive (Arrears Specialist)

• Manage a portfolio of mortgage accounts in arrears, assessing affordability and execution of appropriate forbearance provision.
• Conduct effective and empathetic conversations with customers, including those identified as vulnerable, to gather relevant financial information.
• Apply FCA regulatory frameworks and internal policies to all casework.
• Monitor and review forbearance arrangements to ensure ongoing suitability and compliance.
• Collaborate with internal teams and external stakeholders (debt advisors, solicitors) to resolve complex cases.
• Prepare documentation for litigation proceedings where necessary and support the legal process through to resolution.
• Maintain accurate, auditable records of all customer interactions and decisions.
• Contribute to continuous improvement initiatives in arrears and forbearance processes.

• Lots of experience in mortgage arrears management, with at least 1 years in a forbearance or specialist role.
• Experience across first charge, second charge, and/or buy-to-let mortgage products.
• Strong working knowledge of FCA regulations, including MCOB, CONC, and vulnerability guidance.
• Demonstrable experience in handling complex arrears and vulnerable customer cases.
• Proficient in using mortgage servicing platforms and Microsoft Office tools.
• Litigation experience in mortgage enforcement or repossession processes (desirable)
• CeMAP or equivalent mortgage qualification (desirable)
• Extensive experience working in a regulated financial services environment (desirable)

• An analytical thinker, with the ability to assess financial data, identify trends, and determine appropriate forbearance strategies
• Confident in making sound, timely decisions that balance customer needs with business risk
• A clear, concise, and professional communicator (both written and verbal), tailored to a range of audiences
• Resilient and empathetic; capable of managing sensitive conversations with professionalism and emotional control.
• Aware of regulatory obligations and able to apply them consistently in case handling.
• Able to work efficiently with internal and external stakeholders to achieve positive outcomes
• Attentive to detail; maintaining accurate records and ensuring all actions are fully documented and compliant
• Able to manage a high-volume caseload efficiently while meeting deadlines and service level agreements

• A competitive salary of up to £36,000 per annum, depending on experience
• An attractive commission scheme when achieving sales targets and new revenue growth
• 30 days holiday PLUS bank holidays (That's right! 30 days from Day 1)
• At least two days per year to give back to our community through our volunteering initiative
• Defined Pension Contribution Scheme (Employer matched up to 6%) with the option to contribute via Salary Exchange (Salary Sacrifice)
• Employee Discount Scheme, access to discounts and offers across 100s of leading retailers.
• Company Paid Private Medical Insurance (benefit in kind)
• Group Life Assurance (4x Annual Salary)
• Group Income Protection
• Annual Pay Review
• Discretionary Annual Bonus Scheme
• Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program
• Free Flu Vaccinations, Eye Tests and employer contribution towards glasses
• Recognition Scheme
• Free Mortgage Advice and Support
• Funeral Concierge and Bereavement Services
• 24/7 access to a GP
• Discounted health club memberships
• Salary Sacrifice Technology Buying Scheme
• Access to Wisdom, total wellbeing solution

Target