Mortgage Arrears Executive

Are you our new Mortgage Arrears Executive?

Working in our fast paced, successful Arrears team in our Cardiff/Manchester offices there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors.

Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.

What you will be doing 

You’ll support customers who are struggling with mortgage payments by speaking with them to understand their financial situation, agreeing suitable repayment or forbearance solutions, and identifying any vulnerable circumstances requiring extra care. You’ll manage arrears‑related calls and correspondence, work accurately within regulatory and company guidelines, and contribute to delivering fair, positive outcomes for all customers.

Key Responsibilities

• Speak with customers to understand financial difficulties and agree suitable repayment or forbearance solutions.
• Handle arrears‑related calls and correspondence professionally.
• Identify and support vulnerable customers with appropriate care.
• Follow FCA guidelines, Consumer Duty, and internal procedures.
• Keep processes accurate, meet deadlines, and stay updated on regulatory changes.
• Record and mitigate risks and support wider team activities as needed.

What we are looking for

We are looking for someone with experience in mortgage or loan arrears who can confidently engage with customers in financial difficulty, communicate clearly, and agree appropriate repayment or forbearance solutions. They should demonstrate empathy, resilience, strong organisation and communication skills, and be able to support vulnerable customers appropriately while working accurately under pressure. A solid understanding of regulatory requirements and commitment to delivering fair customer outcomes is essential.

Some of the benefits we provide are:

• Competitive salaries and bonus schemes
• Hybrid home/office working arrangements
• Regular training and opportunities to learn and grow
• Holiday leave plus bank holidays
• Medical insurance cover
• Life insurance
• Health and wellbeing support

In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then we’d love to hear from you.

We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.