Servicing and Arrears Specialist

About Landbay

We are an award-winning mortgage platform, created for our customers, designing better ways to buy-to-let. Our vision is to become the ‘go-to’ funding partner in the private rental sector. At Landbay, we focus on the customer. And we bring together the best people and partners, leveraging our data, technology and market expertise – to give people what they really need.

Join Landbay and you’ll be part of a growing, ambitious and supportive team, where everyone is encouraged to contribute, regardless of age or experience. Our team, our community, and the wider world matters to us, as much as the work we do. We’re building a company we love, and we hope you’ll love it too.

For more information about Landbay please visit our website: https://landbay.co.uk/about-us

• Consumer Duty is at the heart of our approach to servicing our mortgages. This role will support to ensure high levels of consumer duty are upheld, and support to monitor and maintain servicing SLAS.
• Reviewing referrals for borrower requests and support to make decisions on appropriate actions.
• Support the watchlist process to monitor mortgage arrears and agree on any collections or process improvements in conjunction with our third-party servicing partner and institutional funding partners where relevant.
• Responsible for liaising with our servicing partner to provide documentation and other administrative queries.
• Assist with servicing reporting and analysis, and which also reports to our institutional funders.
• Review and identify other at-risk mortgage accounts which breaches of terms and conditions.
• Customer support answering and responding to direct borrower queries over telephone and email.

• Oversee the performance of 3rd party mortgage servicers in relation to arrears and litigation management.
• Review and monitor arrears cases, ensuring appropriate action is being taken in line with company policies and regulatory requirements.
• Assess litigation referrals, relating to arrears, mortgage breaches and litigation, providing instruction and approval to 3rd party servicers and external legal partners.
• Track and report on arrears trends, litigation outcomes, and recovery performance against agreed targets.
• Ensure compliance with FCA, MCOB, and internal governance standards through effective oversight and challenge of 3rd party activity.
• Escalate high-risk, complex, or sensitive cases to internal stakeholders with clear recommendations.
• Maintain accurate internal records and case files, ensuring data quality and audit readiness.
• Contribute to the continuous improvement of arrears and litigation management processes, including 3rd party oversight frameworks.

• Experience in mortgage debt collection, including dealing with loans in default at expiry.
• Customer-focused with the ability to find effective solutions for borrowers, and internal and external clients.
• Have a Consumer Duty mindset
• Desired understanding of AML policies and procedures
• The ability to work in a fast-moving environment where priorities can change
• Good time management skills
• A good sense of humour

Position is based in Victoria, central London reporting to Senior Servicing and Arrears Manager.

If you are successful and shortlisted for the role, there will be a screening call followed by a 2 stage interview process with the team.