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For Companies At a Glance
- Tasks: Help customers manage mortgage accounts and develop tailored repayment solutions.
- Company: Join Nottingham Building Society, a mutual organisation dedicated to community and member support.
- Benefits: Enjoy a competitive salary, hybrid working, 29 days leave, and wellness resources.
- Why this job: Make a real impact by helping customers overcome financial challenges in a supportive environment.
- Qualifications: Experience in payment support or collections, strong communication, and problem-solving skills required.
- Other info: Embrace diversity and contribute to sustainability initiatives while growing your career.
The predicted salary is between 19700 - 26700 £ per year.
Overview
Contract type: Permanent
Hours: Full-time, 35 hours per week
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Salary: £23,700 per annum
Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact careers@thenottingham.com
Role: We’re hiring: Payment Support Agent
As a Payment Support Agent, you’ll work directly with Buy-to-Let, Commercial, and Residential customers to manage mortgage accounts facing, or at risk of, payment difficulties. You’ll support customers in arrears, developing tailored repayment solutions to minimise losses and maintain strong customer relationships.
We’re looking for individuals with excellent customer service, negotiation, and problem-solving skills to help resolve mortgage payment issues and drive successful outcomes. Mortgage knowledge is essential.
Here’s a taste of what you will be doing as a Payment Support Agent at Nottingham Building Society:
Responsibilities
- Manage pre-arrears accounts to prevent payment issues
- Support customers in financial difficulty with realistic, tailored payment plans
- Maintain regular contact to resolve ongoing arrears and minimise mortgage losses
- Escalate cases where legal proceedings may be required
- Accurately update borrower records and submit MI reports to relevant committees
- Handle secure card payments and ensure all communication meets quality standards
- Adhere to society policies and procedures, including Data Protection and Complaints
- Deliver excellent service, understanding what this means in your role
- Stay aware of operational and regulatory risks related to your work
- Report potential risks as part of our Risk & Compliance framework
Qualifications
- Familiar with FCA MCOB rules (particularly arrears handling and fees), Anti-Money Laundering regulations, debt management practices, and the mortgage repossession process (including LPA receivers). Proven experience in a payment support or collections environment, with the ability to work both independently and as part of a team.
- Skilled in identifying pre-arrears and potential payment issues early, and providing tailored repayment solutions.
- Confident in obtaining and evaluating financial information to make sound, balanced decisions.
- Strong communication, negotiation, and influencing skills—able to engage customers with empathy while maintaining a fair and firm approach. Strong understanding of the full mortgage lifecycle and various mortgage types (residential, commercial, company), including their regulatory status.
- Proactive problem-solver, capable of working autonomously within a regulatory framework to resolve complex customer situations.
Reward & Benefits
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
- Commitment to ongoing personal and professional development.
- For full-time roles, a 35-hour working week to promote work/life balance.
- A friendly and inclusive culture with a focus on doing the right thing for colleagues and customers.
- A strong sustainability agenda and opportunities to support communities and charitable causes.
- Health and wellbeing resources, including a team of trained mental health first aiders.
Diversity, Inclusion & About Us
We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We are committed to eliminating barriers and biases to ensure equal opportunities for all, and to fostering an inclusive culture that encourages collaboration, creativity, and belonging for every member of our community.
We are a mutual organisation, owned by our members, and we reinvest in our communities and causes. Our history spans over 170 years, and our purpose is helping our members save, plan for, and protect their financial futures, including helping customers own their own homes.
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Payment Support Agent employer: The Nottingham
Contact Detail:
The Nottingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Payment Support Agent
✨Tip Number 1
Familiarise yourself with FCA MCOB rules and debt management practices. Understanding these regulations will not only help you in the interview but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Brush up on your negotiation skills. As a Payment Support Agent, you'll need to engage customers empathetically while maintaining a firm approach. Practising role-play scenarios can be beneficial.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've successfully resolved complex customer situations in the past. This will highlight your proactive approach and suitability for the role.
✨Tip Number 4
Research Nottingham Building Society's values and community initiatives. Being able to discuss how your personal values align with theirs during the interview can set you apart as a candidate who truly fits their culture.
We think you need these skills to ace Payment Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in payment support or collections. Emphasise your customer service skills, negotiation abilities, and any familiarity with FCA MCOB rules or debt management practices.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific experiences where you've successfully managed payment issues or supported customers in financial difficulty.
Showcase Problem-Solving Skills: In your application, provide examples of how you've proactively solved complex customer situations. This could include tailored repayment solutions or effective communication strategies you've used in past roles.
Highlight Your Understanding of the Mortgage Lifecycle: Demonstrate your knowledge of the mortgage lifecycle and various mortgage types. This will show that you understand the context of the role and can engage effectively with customers regarding their accounts.
How to prepare for a job interview at The Nottingham
✨Understand the Role
Make sure you have a clear understanding of what a Payment Support Agent does. Familiarise yourself with managing mortgage accounts, supporting customers in financial difficulty, and developing tailored repayment solutions. This knowledge will help you answer questions confidently.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that demonstrate your excellent customer service, negotiation, and problem-solving skills. Be ready to discuss how you've successfully resolved payment issues or helped customers in difficult situations.
✨Know the Regulations
Brush up on FCA MCOB rules, Anti-Money Laundering regulations, and debt management practices. Being knowledgeable about these regulations will show that you are serious about compliance and understand the importance of adhering to policies.
✨Demonstrate Empathy and Communication
During the interview, focus on showcasing your strong communication and empathy skills. Practice how you would engage with customers facing financial difficulties, ensuring you maintain a fair yet firm approach while building rapport.
