Working as part of a team to process post completion residential mortgage and business lending tasks including but not limited to, collections/arrears, further advances, transfer of completions, consent to let/lease, deeds administration equity, redemptions annual business reviews and also bereavement cases across all product types including Savings. The nature of the work will be complex and will require a level of technical knowledge of either mortgage or business banking or both. The role will involve an element of communicating to customers brokers and solicitors through all interaction channels.
- You will be responsible for completing a variety of collections & servicing tasks, and case owning tasks to ensure that you provide a good customer experience
- Dealing with customers in arrears or in financial difficulty in line with MCOB guidance and Atom policy
- Working with our customers, whether that be customers brokers or solicitors consistently seeing their point of view and finding the best solution for everyone
- Solving problems, trouble shooting and anything that contributes to continually improving our customer experience
- Adherence to process and procedure and ensuring compliance with regulations including MCOB
- Driving, supporting and embracing change, all with an ‘up and Atom’ approach
- Being proactive, sharing knowledge, ideas and co-creating with others at Atom to ensure that the customer receives the best experience possible and identifying opportunities to automate and be more efficient
- Being the best you by always looking for areas of self-development and improvement
Key Performance Indicators
- Quality assurance monitoring
- Experience of working in a residential mortgage arrears/collection environment
- Organisation skills – and great ones at that
- On the ball, quick, and able to adapt to our busy and changing environment
- A team player
- Knowledgeable – you need to have good knowledge of mortgage administration and be able to share that expertise/knowledge with your teammates
- Motivated – to resolve tasks and issues and anything else we throw at you
- Ethical and have high standards – need we say anything else
- A problem solver we need to know you can figure things out
- Attention to detail and able to follow and adhere to process and procedures
- Deadline driven – nobody likes a late response
- Enthusiastic – can do, will do approach
- A great communicator both in speaking or writing to our customers, and your colleagues
- Experience of Residential mortgage servicing
- Experience of Business banking servicing
- Experience of Completion and Redemption processes
- Experience of providing customer service in a residential arrears/collections environment
- Experience of providing customer service in either and administration or contact centre environment
How do I apply?
Email your application to
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