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Banking Services and Collection Agent

Location Durham
Contract Type Permanent
Hours Full time

Role Description

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.

Key Responsibilities

  • 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

Essential Capabilities/Experience

  • 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

Desired Capabilities/Experience

  • 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

with the job title you’re applying for in the subject heading and attach your CV. This is your chance to be you.

The legal bit.

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