We are seeking a Customer Contact Agent to join our Mortgage Enforcement team. This role offers an excellent opportunity to work within a team representing some of the UK’s largest lenders. Our team is instructed by mortgage lenders to take Court action when customers are in arrears with their mortgage payments, which may result in their home being repossessed. You will be responsible for professionally and effectively handling calls with mortgage customers, assisting in identifying solutions with the primary goal of helping them remain in their homes. 

We have a fantastic and diverse team which is made up of colleagues of a wide variety of ages and backgrounds. 

This is a challenging but rewarding role. You will be speaking to people who are in financial difficulty and have been unable to pay their mortgage. You will be trying to understand their financial circumstances so that you can assess whether there might be solutions available which can stop the litigation action and keep them in their home. But this will not always be possible, and you are required to be able to deal with this situation empathetically. 

Our team and colleagues are praised by customers on a regular basis for all the support we provide. If you enjoy speaking to people and understanding their situation, so that you can assess how you can help them, then this role may just be the perfect opportunity for you. 

We offer flexible hours between the hours of 8:30am to 6:30pm Monday to Friday. 

 

Your Role

As a Customer Contact Agent your day to day remit will include;

  • Working on behalf of TLT's mortgage lender clients to speak with their customers who are in arrears with their mortgage payments and facing repossession of their home. 
  • Using active listening, empathy and relationship building to get to know the customer, to build trust and for the customer to feel comfortable in explaining their financial or personal difficulties to you. 
  • Investigating a customer's situation to establish what has caused the arrears, whether the challenges being faced are short term or long term and to then look at the options available. We strive to work with customers to try to keep them in their home by agreeing affordable payment arrangements based upon individual circumstances and within guidelines.   
  • Helping customers to understand their financial responsibilities and the best solution that suits that customer. 
  • Telephone conversations will be both inbound and outbound. 
  • Keeping systems up to date and accurate at all times in accordance with the conversations held. 
  • Achieving targets as an individual and a team 
  • You will be supported by a Team Manager and Team Coaches who will provide one on one management and coaching support. 

 

Your Skills and Experience

  • Previous experience of dealing with customers within credit control, customer service, customer account management within a financial or professional services environment. 
  • Strong telephone communication skills with the ability to empathise and relate to the sometimes-emotive conversations that take place with customers. 
  • Ability to handle difficult conversations remaining sensitive and professional at all times. 
  • Successfully build rapport with customers to understand the situation & identify the best solution. 
  • Good listening skills and ability to question and challenge information provided. 
  • Ability to work within strict processes and guidelines. 
  • Ability to simultaneously use IT systems and databases alongside speaking on the telephone. 

 

Your Team

Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.

 

About TLT

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.

We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. TLT was named Law Firm of the Year at the Legal Business Awards 2023. This marks the third year in a row the firm has taken away this accolade in industry awards - having previously been named Law Firm of the Year at The Lawyer Awards in 2021 and the British Legal Awards in 2022.

Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.


Our Benefits

We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance. 

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We’re happy to talk about how flexible working can work for you and this role. 

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate.

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLT.com

 

Summary
TLT-4404
Permanent
Legal careers
Bristol
Competitive
Closing Date
Saturday 8 March 2025
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