Are you a dynamic individual? Do you work on initiative and focus on quality? We have some fantastic, new and exciting opportunities to join Capita Regulated Services as a Mortgage Support Agent.

In this role, you will play a key part in helping to understand and investigate the individual circumstances of customers facing financial difficulty, some of which will be vulnerable. Throughout these phone calls, you will use your strong communication skills to negotiate and agree mortgage payment plans with customers – your primary focus being to ensure that the customers best interests are met and that payment arrangements are within the customers’ ability to pay.

Treating customers fairly is at the forefront of all customer contact and regular assessment and monitoring is completed to ensure the customer is treated in line with these principles and that any arrangement plans that are set up are appropriate and affordable.

You’ll be based in at Britannia House in Leek (ST13 5RE) and full training will be provided. We’re offering a fantastic starting salary of £23,500 with a pay review after 6 months.

What you’ll be doing:

  • Having challenging conversations with customers in financial difficulty, to agree mortgage payment plans in a calm and confident manner
  • Analysing and investigating customer documentation to ascertain potential solutions for the customer and respond appropriately
  • What we’re looking for:

  • A dynamic individual who works on initiative and focuses on quality
  • Strong communication skills and the ability to hold difficult conversations with customers in a calm and confident manner
  • Minimum Grade C in GCSE Mathematics and English or equivalent. This is to be able to assess and calculate affordability and assess each situation on its own merits
  • Experience of working in a regulated FCA environment is desirable but not essential, as full training is provided.
  • What’s in it for you?

  • A starting salary of with regular, 6 monthly salary reviews
  • A fantastic, company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental plenty more
  • The opportunity to grow & develop your career within the Financial Services industry, Mortgages or across wide Capita divisions and accounts
  • Home working with the ability to travel
  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
  • Further to this you will have access to an amazing benefits package including:

  • Exclusive colleague offers on Mobile phone contracts
  • 25% off cinema tickets at Cineworld, Odeon, Empire and Apollo
  • Discounted Dining Cards offering up to 50% off food
  • Discounted at home fitness plans and gym memberships
  • Exclusive discounts at your favourite stores including John Lewis, Currys PC World and many more through Capita’s “Perks at work scheme.
  • You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

    What we hope you’ll do next

    Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

    To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

    Equal Opportunities

    We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.