About Masthaven Finance Limited
Masthaven Finance (Masthaven) was founded in 2005 by Andrew Bloom as a specialist property finance lender. Over the following decade, the business achieved substantial growth within the specialist finance market.
In February 2025, Masthaven merged with Spring Finance, a strategic move to expand capabilities and strengthen its position in the specialist lending marking. Masthaven’s product offering includes mortgages, bridging and development finance with a mix of regulated and non-regulated options.
Masthaven focuses on providing specialist property finance to those customers who may not meet the tick box criteria of high street banks.
About the Role
The Account Manager is an important role within the servicing and collections team. You must have outstanding customer service skills to deal with the servicing of mortgages from the point of completion to redemption. Discussing payment arrangements and agreeing forbearance with customers experiencing payment difficulties. Managing the delivery of the litigation process via our appointed solicitors.
The Account Manager will work closely with the Collections Team Leader to ensure that accounts are being managed in accordance with our Collections Policy.
Key Responsibilities:
• Delivering accurate and timely processing of mortgage administration activities
• Managing the lists of loans in arrears, daily
• Regular communication with customers who are experiencing payment difficulties
• Discussing and negotiating options, e.g. arrangements, forbearance options, time to sell
• Monitoring arrangements to ensure they are complied with, and liaising with our solicitors for litigation, in accordance with our Collections Policy
• Dealing with vulnerable customers to agree a way forward
• Signposting customers for free and independent debt advice
• Analysing problems, thinking creatively, and making effective decisions in an appropriate timescale
Essential Skills:
• Current experience in a collections role
• Experience in dealing with customers in financial difficulties, including vulnerable customers
• The ability to relate to customers and communicate pertinent information in a cohesive and professional manner
• Excellent interpersonal and communication skills
• Excellent organisational and prioritisation skills
• Excellent attention to detail
• Ability to work to tight timeframes
• Strong english verbal and written communication skills
• An understanding of consumer duty
• A good understanding of regulatory requirements and the impact these have on the business
• Strong team player
Key Measures:
• Maintaining a low level of loans in arrears
• Accuracy in correspondence
• Good feedback internally and externally
Benefits:
• WFH on a Friday
• Private medical insurance
• 22 days holiday per year + an extra day for your birthday + bank holidays
• Charity volunteering days
• Life Assurance
Your home or any other property offered as security may be repossessed if you do not keep up repayments on a mortgage or any other debt secured on it. Think carefully before securing other debts against your home.
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