Collections Agent (Mortgage Focussed)

Job Description This is a remote position. Job Title: Collections Agent (Mortgage focused) Location: United Kingdom, Remote Contract Length: Till the end of 2025, extension into 2026 Competitive Day rate via Rockford Payroll Role Overview: We are seeking experienced and skilled collections agents to join Deloitte Operations and support a leading financial services provider. Key Responsibilities: Engage with customers in mortgage arrears via phone, email, and written communication. Conduct affordability assessments to determine the most suitable forbearance or repayment solutions (e.g., payment arrangements, payment holidays, interest-only options). Identify and support vulnerable customers with empathy and professionalism. Ensure all interactions comply with FCA guidelines, internal policies, with a focus on Treating Customers Fairly (TCF). Accurately update customer records, systems, and case notes. Liaise with internal teams (e.g., risk, legal, compliance) for complex or escalated cases. Stay up to date with regulatory and policy changes affecting mortgage collections and forbearance. Key Skills & Experience: Previous experience in mortgage collections or arrears management Strong understanding of forbearance options, affordability assessment, and vulnerability support. Excellent verbal and written communication skills. Ability to work under pressure, manage case volumes, and handle sensitive situations with empathy and discretion.