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Job Title: Mortgage Collections Team Leader
Location: Central London - Hybrid (50/50)
Salary: Up to £62,500
Hours: Monday to Friday, 9:00am to 5:30pm
Benefits:
- Contributory Pension scheme
- Private Medical Healthcare
- Life Assurance
- Dental Plan
- Free eye tests
- Annual leave purchase scheme
- Social events
- 25 days annual leave with bank and public holidays on top
- Superb development opportunities
About our Client and the role of Mortgage Collections Team Leader:
We're working with a respected and growing specialist mortgage lender known for delivering tailored lending solutions to professional landlords and property investors across the UK. Their offering includes Buy-to-Let, residential, and semi-commercial mortgages, all underpinned by a relationship-led approach and a strong commitment to customer outcomes.
As Mortgage Collections Team Leader, you'll lead a team managing early-stage arrears within the specialist mortgage division. You'll oversee daily operations, drive team performance, and ensure all collections activity aligns with regulatory standards and the lender's customer-first values.
Responsibilities for the role of Mortgage Collections Team Leader:
- Oversee and allocate daily workload across the collections team, including arrears calls, BACS reports, and inbox activity.
- Lead a team of Senior and Payment Support Officers, managing performance, training, and regular 1:1s.
- Act as the subject matter expert for complex or escalated cases.
- Monitor performance and productivity through KRI and MI reporting.
- Attend stewardship meetings and provide insight into team delivery and case status.
- Maintain high standards of quality assurance, including monitoring call outcomes and customer treatment.
- Ensure team compliance with SYSC requirements, Consumer Duty, and internal contact strategies.
- Liaise closely with the Business Support Team for seamless case handovers.
- Maintain knowledge of regulatory and legal changes impacting collections and customer outcomes.
- Work toward achieving a mandate to authorise early forbearance measures on applicable accounts.
Experience required for the role of Mortgage Collections Team Leader:
- Proven experience within a senior role in mortgage collections or financial services.
- Strong understanding of mortgage arrears, problem debt, and early-stage recoveries.
- Experience handling litigation or escalated customer cases.
- Familiarity with regulatory frameworks including SYSC, TCF, and Consumer Duty.
- Team management experience with a focus on performance and development.
- Good understanding of credit risk and operational risk within lending.
For more information regarding the role of Mortgage Collections Team Leader please contact us
Stellar Select is acting as an employment agency and is a corporate member of the REC.
Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.
