Kind Consultancy is working with a large, well-established Financial Services business which is currently seeking a Mortgage Forbearance SME to join them in a contract role, working remotely. The contract is projected to last for 4 - 6 months and is paying a competitive day rate.

Reporting to the Mortgage Forbearance Manager, the Mortgage Forbearance SME will be the operational expert in mortgage arrears and forbearance, delivering readiness initiatives to enable team success, with key responsibilities including:

• Designing and delivering targeted training programmes for arrears and forbearance teams, including onboarding, regulatory updates, and skills development.
• Creating and maintaining training materials, guides, and reference tools aligned with FCA regulations and internal policies.
• Conducting training needs analysis and collaborating with the manager to address any capability gaps.
• Supporting the development and refinement of operational policies and procedures related to arrears handling and forbearance.
• Ensuring documentation is clear, accessible, and aligned with regulatory expectations and best practices.
• Acting as a subject matter expert for complex arrears scenarios, providing guidance and support to team members.
• Participating in quality assurance reviews and case audits, identifying trends and areas for improvement.
• Assisting in preparing for internal and external audits by ensuring readiness of documentation and process adherence.

Our ideal candidate for the Mortgage Forbearance SME opportunity:

• Has a minimum of 5 years experience in mortgage arrears management, with exposure to first charge, second charge, and/or buy-to-let products.
• Has a track record of delivering tailored, affordable forbearance across a variety of different mortgage products and asset classes.
• Has substantial experience of training design, build, and delivery within a regulated Financial Services environment.
• Demonstrates strong working knowledge of FCA regulations, including MCOB, BiFD, Consumer Duty and vulnerability guidance.
• Has experience in developing and maintaining operational policies and procedures.
• Displays excellent communication and facilitation skills, with the ability to engage and upskill diverse audiences and designs and deliver engaging, effective training that drives capability and confidence.
• Has experience of developing and refining operational frameworks.
• Maintains high standards of attention to detail in documentation, audit readiness, and case review.
• Has the knowledge and credibility to provide expert guidance on complex arrears scenarios and identifies practical solutions.
• Is able to clearly convey technical and regulatory information in an accessible and actionable way for a variety of audiences.
• Being CeMAP qualified and having experience in Quality Assurance / Oversight and experience of supporting litigation or enforcement processes would be desirable.

If you're interested in the Mortgage Forbearance SME role, you have the necessary skills, knowledge and experience and you're based in or can commute to Cardiff, please apply with an updated CV today.