Mortgage Collections Specialist

As one of the fastest-growing building societies in the UK, we combine a proud heritage with bold ambitions for the future. Everything we do is driven by our purpose — Helping People Live Better Lives — whether that’s supporting our members through financial challenges, strengthening our communities, or acting with integrity at every step.

Due to an internal promotion, we’re looking for a Mortgage Collections Specialist to join our Mortgage Servicing team. This is an opportunity to play a key role in supporting customers through financially difficult situations, delivering the right outcomes with empathy, professionalism and expertise.

You’ll be part of a supportive, purpose-driven organisation where your work will have real impact — helping customers stay on track and, where possible, remain in their homes.

We are committed to flexible working and can consider part-time arrangements where needed.

What you’ll be doing

• Managing a portfolio of mortgage accounts in arrears, supporting customers to find sustainable solutions
• Contacting customers across telephone, digital and written channels to understand their circumstances and agree appropriate arrangements
• Using strong communication and negotiation skills to build trust and achieve positive outcomes
• Supporting vulnerable customers and those experiencing financial difficulty with care and empathy
• Managing accounts through the full collections lifecycle, including forbearance, litigation and redemption where required
• Ensuring all actions, decisions and communications are accurately recorded and fully compliant with regulatory expectations
• Handling complaints through to resolution in line with policy and providing excellent customer service throughout
• Liaising with third parties such as solicitors, field agents and external partners when formal action is needed
• Contributing to first-line assurance activities and maintaining high standards of quality and compliance
• Supporting continuous improvement through feedback, process enhancements and testing

What we’re looking for

• Experience in a regulated environment, ideally within mortgage collections or financial services
• A strong customer focus, with the ability to understand individual needs and provide tailored solutions
• Excellent communication and interpersonal skills, with the ability to influence and build rapport
• Resilience and the ability to work in a target-driven environment
• Strong attention to detail and ability to maintain accurate records
• Good problem-solving skills and ability to manage a varied workload
• An understanding of mortgage products and collections processes would be beneficial
• CeMAP qualification (or willingness to work towards it) is desirable

Why join us?

This is a fantastic opportunity to build or further your career in mortgage collections within a supportive and values-led organisation. You’ll gain exposure to a wide range of cases, develop specialist skills, and make a genuine difference to customers’ lives.

If you’re motivated, empathetic, and keen to grow your career — we’d love to hear from you.

What you’ll get in return

• Competitive salary of up to £27,263 (depending on skills and experience)
• 30 days’ holiday + bank holidays + “Moments that Matter” days
• Up to 8% pension contribution
• Life assurance at 4× salary
• Private medical insurance for you and your family
• Healthcare plan covering everyday essentials such as dental and optical
• Access to salary sacrifice schemes including Cycle to Work and Electric Car

Diversity, Equality & Inclusion

We’re building a culture where everyone feels respected, supported and valued. Diversity isn’t a tick box for us — it’s a strength we actively champion. Whoever you are, you’ll be welcomed here and encouraged to thrive.

As one of the fastest‑growing building societies in the UK — with a proud heritage and bold ambitions for the future — it’s easy to see why we stand out. Everything we do is driven by our desire to Help People Live Better Lives: supporting our members, strengthening our communities, and acting with integrity at every step.

To support our growth, we’re looking for someone to join our Finance team to manage and continuously improve the day-to-day financial operations of the organisation, ensuring accurate, efficient, and well-controlled processes across all core finance activities.

The role is responsible for leading and developing the financial operations team, driving high performance, accountability, and consistency in delivery. This is a role with variety, visibility and impact focusing on strengthening financial controls, improving workflows, resolving operational issues, and ensuring the timely production of reliable financial information to support the smooth running of the Society.

This is a great opportunity for an experienced financial professional who has experience at a senior management level plus a proven track record in working with and implementing a high standard of financial controls.

Main responsibilities include:

• Financial Operations Management - overseeing the delivery of all day-to-day financial operations, ensuring accuracy, timeliness, and efficiency, managing core transactional finance activities and maintaining oversight of month-end processes for liquidity.

• Team Leadership & Management - providing overall leadership to a team of three (Supervisor + two Finance Assistants via the Supervisor) setting clear objectives, expectations, and performance standards whilst supporting the development, coaching, and training of team members

• Process Improvement & Controls - identifying opportunities to improve efficiency, accuracy, and consistency across financial operations whilst driving the implementation of process improvements and standardisation of workflows. This includes strengthening and maintaining robust financial controls to minimise risk and supporting audit requirements by maintaining well-controlled and auditable processes

• Stakeholder Support - building effective working relationships with internal stakeholders across the business and assisting the wider Society with change projects affecting the Financial Operations Function

• Compliance & Governance - ensuring compliance with organisational policies, financial regulations, and relevant standards in addition to carrying out quality assurance to ensure procedures are followed and remain robust.

What we’re looking for

• Proven experience in a financial operations or transactional finance role
• Experience managing or supervising a team
• Strong understanding of core finance processes
• Strong attention to detail and accuracy
• Ability to manage workloads and meet deadlines
• Good problem-solving skills and ability to resolve operational issues
• Strong communication and stakeholder management skills
• Proven track record of improving processes
• Experience of working in a strong internal controls environment
• Understanding of banking processes including BACS, direct debit collections, credit card receipts
• Financial Services experience is advantageous but not essential for this role

Why join us?

This is a brilliant opportunity for someone who’s ready to take a step forward in their career. You’ll join a supportive team, get exposure to different parts of the business, and play a part in driving meaningful change. If you’re ambitious, values‑driven, and excited to grow — we’d love to hear from you.

What you’ll get in return:

• Up to £55,000 (depending on skills and experience)
• Intelligent working — split your time between home and our Brierley Hill office;
• 30 days’ holiday + bank holidays + “Moments that Matter” days (birthdays, weddings, getting your house keys, welcoming a grandchild — the moments that count)
• Up to 8% pension contribution
• Life assurance at 4× salary
• Full Private Medical Insurance for you and your family
• A healthcare plan for everyday essentials like dental and optical
• Access to our Salary Sacrifice schemes: Cycle to Work and Electric Car schemes

Diversity, Equality and Inclusion

We’re building a culture where everyone feels respected, supported and valued. Diversity isn’t a tick‑box for us — it’s a strength we actively champion. Whoever you are, and whatever makes you you, you’ll be welcomed here and encouraged to thrive.

And there’s more…

We’re a Certified B Corp and officially a Great Place to Work in the UK — and for good reason. Head over to our careers page to discover what life is like at The Dudley: who we are, what drives us, and why joining us could be the best move you make next.