Customer Support Representative - Mortgages

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts.

People, people wanted!

Are you our newSecured Account Manager?

Are you passionate about delivering exceptional customer service and ensuring operational excellence? At Intrum Mortgages we’re looking for Secured Account Managers to take ownership of our mortgage loan portfolios and drive best-in-class servicing standards.

In this pivotal role, you’ll be responsible for the day-to-day management of mortgage accounts, ensuring accuracy, compliance, and a seamless customer experience. You’ll collaborate across teams to uphold regulatory standards and deliver tailored solutions that meet our clients’ needs.

What you will do:

As a Secured Account Manager, you’ll be at the heart of our operations, ensuring our mortgage portfolios are managed with accuracy, care, and compliance. Your key responsibilities will include:

• Manage a portfolio of mortgage accounts, ensuring timely processing of payments and accurate maintenance of account records.
• Act as the main point of contact for customers within your case portfolio, delivering clear, empathetic, and effective support.
• Monitor loan performance and proactively addressing arrears, defaults, and exploring appropriate loss mitigation strategies.
• Ensure full compliance with all relevant regulatory and legal obligations, maintaining the highest standards of governance.
• Collaborating with internal teams to resolve issues, improve processes, and enhance the overall customer experience.
• Prepare and reviewing reports on loan status, servicing performance, and customer satisfaction to support informed decision-making.
• Identify opportunities for process improvement and contributing to the development of system enhancements that drive efficiency and service excellence.
• Devoted to the FCA principle of Consumer Duty; by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact on our customers.

What we're looking for:

We’re seeking motivated and detail-driven professionals who will bring both expertise and a collaborative mindset to the team.

• Experience within the collections industry is essential, regardless of product type (e.g. credit cards, loans, mortgages, or other lending products).
• Experience of mortgage arrears, collections, and litigation processes would be advantageous; however, this is not essential as full training will be provided.
• Strong analytical skills with the ability to solve complex problems creatively and make sound decisions under pressure.
• Highly organised and detail-oriented, ensuring accuracy and experience in managing own allocated caseloads.
• Collaborative team player who actively shares knowledge and best practices to drive collective success.
• Passionate about enhancing customer experience and supporting commercial objectives, with a proactive approach to continuous improvement and innovation.

Interested? We thought you would be! But there’s more!

We have not only fantastic training but benefits that will make you smile!

What we can offer you:

We have a variety of benefits something to suit everyone. Our office working hours to support our customers are Monday-Friday, between the hours of 8am-5.30pm. You will cover a range of shifts working 40 hours per week. We provide full training at our offices in Glasgow but we also believe in a good work / life balance, so we offer a fantastic hybrid work pattern where you can work a mixture of home and office. You will be office based for the duration of your induction (Circa 8 weeks) and for a period of time after. Which gives you time to build relationships with the team and gain confidence in your role before remote working. So, expect to be office based after your induction initially for a few months, we will discuss individually with you when you are confident to commence hybrid working.

At Intrum we offer not only a challenging and rewarding career but also:

• Lifestyle: A competitive salary and attractive benefits package including 33 days holidays including bank holidays upon commencement, with the ability to buy more or sell back. You can participate in gadget schemes. Contributory workplace pension scheme. Additionally, you’ll get an extra day to celebrate your birthday.
• Opportunities to grow: You’ll receive training and coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.
• Health: You’ll have access to private medical insurance, life assurance, and more.
• Wellbeing: You’ll enjoy discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme. You’ll also have sociable working hours and breakfast/ snacks provided in the office.
• Supportive, open, and value-driven culture: Ethics. Dedication. Solutions. Empathy. Our values aren’t just words hanging in the reception. They guide us all daily. It’s what makes our culture inclusively open, inspiringly supportive and rich in diverse perspectives. It’s why Intrum is a natural home for people ready to make a difference. And it’s why people like you recognise this is the place to do just that.

About Intrum:

Enabling financial health for people, businesses, and society.

Intrum is Europe’s leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability. With a strong presence across 20 markets, we combine local expertise with global reach to drive sustainable financial solutions. With 9,000 dedicated employees, we work every day to create sustainable financial solutions.

At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

If a person with disabilities is put at a disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should contact Intrum Talent Acquisition team via[email protected]as soon as possible before the closing date to discuss your needs.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances, and any outstanding debt will be considered on a case-by-case basis.

How to apply:

If this role feels like the right fit and you’re ready to take the next step, simply submit your English CV using the “Apply” button.

Do you feel that you might be the right person? Great! Apply now. Looking forward to hearing from you!