Collections Agent (Mortgage Focussed)
This is a remote position.
Job Title: Collections Agent (Mortgage focused)
Location: United Kingdom, Remote
Contract Length: Till the end of 2025, extension into 2026
Competitive Day rate via Rockford Payroll
Role Overview:
We are seeking experienced and skilled collections agents to join Deloitte Operations and support a leading financial services provider.
Key Responsibilities:
- Engage with customers in mortgage arrears via phone, email, and written communication.
- Conduct affordability assessments to determine the most suitable forbearance or repayment solutions (e.g., payment arrangements, payment holidays, interest-only options).
- Identify and support vulnerable customers with empathy and professionalism.
- Ensure all interactions comply with FCA guidelines, internal policies, with a focus on Treating Customers Fairly (TCF).
- Accurately update customer records, systems, and case notes.
- Liaise with internal teams (e.g., risk, legal, compliance) for complex or escalated cases.
- Stay up to date with regulatory and policy changes affecting mortgage collections and forbearance.
Key Skills & Experience:
- 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.