Litigation Support Specialist- Mortgages and Arrears

Litigation Support Specialist - Mortgages and Arrears

• Location: Manchester M1 3BN

• Duration: 6 months (initially) Temporary to Permanent Opportunity

• Hours/week: 7 hours per day, 35 hours per week - This role operates on a shift pattern between the hours of 8am-6pm Monday-Friday, along with one Saturday every 6 weeks between the hours of 9am-1pm.

• PAYE Only

Overall purpose of the role;

Are you looking for an exciting new career opportunity in Financial Services? Barclays are looking for candidates with a background in Specialist Customer Service to join their growing team of Litigation Support Specialists on a temporary basis and should you demonstrate the required skills this may open the doors to a permanent career in the team.

Whilst you do not need any previous experience or knowledge of banking, this will be beneficial as the Litigation team specialise in dealing with customers who are in arrears and require rehabilitation or support through the Legal process with their Mortgages. The role will consist of a mixture of telephony and administrative tasks supporting customers facing financial difficulties where you will manage a portfolio of complex and high-risk cases delivering first class customer service.

To get you off to a great start, you will begin the assignment with a 4 week classroom training programme where you will discover the Barclays processes, followed by academy training that will consist of specifics around litigation and your duties. This role is onsite based in the Manchester office operating on a hybrid model, with 2 days in the office and 3 days working from home however this may be subject to change.

Key Responsibilities

• Consistently deliver excellent customer experience through various methods of interaction including telephony and written communication.

• During conversations you will be required to establish the customer's reason for arrears, current financial and personal circumstances whilst identifying appropriate resolutions based on individual circumstances.

• Demonstrate confidence and empathy when handling challenging and complex situations within Litigation, including identification of vulnerable customers and enabling the progression of appropriate repayment solutions to minimise the risk of long-term mortgage arrears.

• Responsible for ensuring customer requests are handled correctly whilst adhering to policy and procedures.

• Work with a range of third party stakeholders that include Solicitors.

• Stay updated with company updates to better assist customers.

Key Skills

• A strong and empathetic communicator able to offer customers an understanding of their individual circumstances, to achieve the relevant outcome for each case.

• Ability to take ownership for investigating and responding to stakeholder’s requests accurately and efficiently, ensuring excellent verbal and written communication skills. 

• Strong objection handling skills and problem-solving skills to quickly resolve complaints.

• Able to use Microsoft Office tools to a high standard.

• Ability to work as a part of a wider team, along with the ability to work independently. 

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values 

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measures and rewards the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Onsite

Colleagues who perform ‘onsite’ roles will spend four or five days a week working onsite, depending on the requirements of their role and business area.  Please discuss the working pattern requirements for the role you are applying for with the hiring manager.  Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business. 

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.