Lightfoots were established over 170 years ago and have been market leaders in lender services for over 40 years. We are now expanding our award winning end-to-end legal services for lenders by creating a new ‘Customer Solutions Team (CST) providing a mortgage arrears management service to our lender clients.?

CST take a ‘physiotherapy’ approach to dealing with customers in mortgage arrears, living our culture of candour, kindness and approachability driving customer engagement and collaboration. We are committed to delivering positive outcomes in challenging circumstances, focussing on rehabilitating accounts, avoiding the cost and stress of litigation whenever possible. ?

Our Arrears Specialists will engage with customers of a major retail bank, primarily over the telephone. This role is key to ensuring customers receive understanding, empathy, and a professional approach with the aim of reaching good outcomes whilst preserving the reputation our company has worked so hard within the community to achieve.

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Key Responsibilities

• Conduct inbound and outbound calls professionally with empathy and sensitivity aiming for good customer outcomes through fair treatment.
• Gain a thorough understanding of customers’ financial and wider circumstances to establish reasons for arrears, collect income / expenditure information and affordability data.
• Identify and agree appropriate solutions, communicating clearly in plain, jargon free terms to ensure understanding.
• Recognise signs of vulnerability and financial difficulty, provide tailored treatment whilst identifying opportunities for signposting to appropriate, specialist external support.
• Recognise and identify customer dissatisfaction or complaints and handle or escalate appropriately. Report incidents with potential customer impact to management.
• Adhere to process, policy and regulations whilst applying the of the spirit of FCA guidance.
• Assist in identifying potential financial crime, money laundering, or criminal activity, following prescribed processes.

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What We’re Looking For

• Exceptional telephone and written communication skills with proficiency in the Microsoft applications suite.
• A Positive and enthusiastic mind-set with a passion for delivering exceptional service in a challenging environment reflecting the essence of Consumer Duty through empathy.
• Experience of identifying vulnerability and dealing appropriately with customers experiencing financial difficulty, temporary or longer term vulnerabilities.
• Demonstrable skills in reasoning, negotiation, questioning, and active listening to conduct effective discussions around income and expenditure and agree solutions.
• A shared sense of team spirit, embracing a healthy blend of office and home working to help maintain an effective environment of collaborative and independent working.
• Good knowledge of lending products, and Arrears Management, preferably within the mortgage sector.
• Demonstrable knowledge and experience of working within relevant UK Financial and Legal Regulations.

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Why work for Lightfoots Solicitors?

Our staff are our greatest asset, and we work hard to provide a culture where you can thrive and enjoy a fantastic career. Our benefits package has been built around what our people value the most;

Money Matters

• Competitive industry salary - with annual salary reviews & bonus scheme
• Enhanced pension contributions - with qualifying service
• Discounted legal fees - discounted conveyancing & wills for you and your family
• Personal financial advice - helping you achieve your financial goals
• Discounts - from a wide range of retailers
• Employee Referral Scheme - up to £1000 bonus

?Mind, Body & Soul Matters

• Enhanced holiday allowance - which increases with service
• Private Health Insurance - with Bupa (with qualifying service)
• Healthcare Cash Plan - money back for everyday health expenses, for you and your dependents, such as optical & dental
• 24/7 Virtual GP Access - help & support available for when you need it
• Company Sick Pay - with the option to use this for caring for a dependant
• Free flu jabs- onsite annual flu vaccinations
• Discounted Gym Memberships - as well as discounts for other health related retailers
• Free fruit in all offices - fresh fruit delivered to the office each week
• Employee Assistance Programme - 24/7 access to counselling and support
• Mental health first aiders - we have nine qualified Mental Health First Aiders across the firm providing confidential support
• Wellbeing events - held throughout the year, from stress resilience workshops to wellbeing breakfasts and lunchtime walks
• Paid volunteer days - to volunteer for a charity of your choice
• Events - firm organised events throughout the year including quarterly socials, breakfast briefings, book club , Christmas party & lots more.
• Committees - Social ,Charity, Wellbeing and ESG committees.

Family Matters

• Enhanced family leave - enhanced pay for Maternity, Adoption, Paternity & Shared Parental leave
• Flexible working - our Flexible working policy helps with your work life balance
• Flexible sickness entitlement - the option to use your own sickness entitlement if a dependent is unwell and needs care
• Healthcare Cash Plan - money back for everyday health expenses, for you and your dependents

Career Matters

• Learning & Development - access to hundreds of webinars and training courses
• Paid study leave - with sponsored training opportunities
• Long Service Awards - we celebrate & reward our long standing colleagues
• Lightfoots Core Values Award - Rewarding colleagues who have demonstrated our core values

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Apply

If you think this role is perfect for you (or nearly perfect, we would still like to hear from you) please apply.

As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritise inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview please do let us know.

?Recruitment decisions are made on fair and objective criteria.