Litigation Officer

Description

Litigation Admin Officer

37.5hours a week

Ipswich

£28,000-£30,000

Pure are delighted to be working with a well-established financial services organisation in the recruitment of a Litigation Officer.

In this role, you will be responsible for proactively managing residential mortgage accounts that are in serious arrears and are progressing through the litigation process. A key part of your day-to-day responsibilities will involve engaging with customers—primarily through both inbound and outbound calls—to understand their individual circumstances.

While the accounts are undergoing litigation, treating customers fairly remains a top priority. You will work closely with them to review and analyse key documentation, such as bank statements and income and expenditure forms, in order to identify appropriate and sustainable solutions.

You’ll be expected to carry out all litigation activities in line with, and exceeding, the standards set out in the service level agreements (SLAs), internal procedures, industry regulations, and current legislation.

Additionally, you will manage accounts nearing the end of their mortgage term. This involves working with borrowers to confirm that they have a suitable repayment vehicle in place. Where this is not the case, and where appropriate, you will support the progression of these accounts through the litigation process.

Throughout all interactions, you must demonstrate a professional, empathetic approach to ensure a high level of service to both customers and clients.

Key Responsibilities:

Manage a portfolio of accounts through the litigation and expiry processes.

Demonstrate a clear understanding of each borrower's loan terms and conditions, ensuring they are accurately explained and adhered to.

Maintain up-to-date and accurate records of borrower information and loan details within systems.

Ensure customers are fully informed of payment obligations, and that collections are processed accurately, in line with BACS regulations and any relevant Court Orders.

Identify and report issues promptly and professionally, providing well-reasoned recommendations and balanced, technically sound opinions where appropriate.

Proactively manage arrears and related risks, with the aim of returning loans to a performing status. This includes handling inbound and outbound calls with customers, assessing their financial circumstances, and identifying appropriate solutions.

Prepare and escalate case referrals to Team Leaders, Managers, or Clients, adhering to internal mandate levels.

Follow all relevant procedures and policies in the completion of tasks, and actively suggest improvements or enhancements to processes where identified.

Communicate effectively and professionally with clients, third parties, and internal teams across the business.

Identify and recommend enhancements to processes, procedures and systems and ensure the Servicing Manager, Team Leader are engaged to oversee the change required.

Assist with projects as defined by the Team Leader by meeting agreed deadlines and achieving specific objectives

Key Skills:

Minimum of one year’s continuous experience in mortgage debt collection, including handling loans in default at term expiry.

Strong written and verbal communication skills.

Customer-focused approach, with the ability to identify effective solutions that balance the needs of the borrower, internal stakeholders, and external clients.

Solid understanding of mortgage loan documentation.

Working knowledge of relevant regulations and codes of conduct governing the financial services sector.

Proven ability to work effectively as part of a team—collaborative, supportive, and reliable.

Strong organisational skills, with the ability to manage both personal and team workloads to meet deadlines.

Commitment to seeing tasks through to completion with attention to detail and follow-through.

Previous experience working in a litigation environment. (Desirable)

Familiarity with court documentation and legal processes. (Desirable)

Law degree or legal training. (Desirable)

Ad ID: 5417149329