Customer Banking Agent

Start with a competitive salary of £27,032.00, with the exciting bonus as you develop and demonstrate your skills! Imagine the satisfaction of knowing your hard work and dedication can lead to tangible rewards. Join our dynamic team based at Portway House, 1 The Pavilions, Preston, PR2 2YD, where your supportive nature and excellent conversational skills will help guide Lloyds Banking Group customers on their journey to financial health! This isn\’t your average collection\’s role – you\’ll be managing inbound calls, engaging with customers in various financial situations, and crafting personalised, affordable solutions to meet their needs. You will be working in an environment every day that brings new opportunities, the convenience of free parking, easy access to local transport links, and near a shop, making it easy to grab a bite during your breaks. What\’s more, after a qualifying period of around 6 months, you\’ll have the flexibility to work from home if you prefer! Imagine the perfect balance of an office environment and the comfort of your own home. Enjoy the best of both worlds while still being part of a supportive and dynamic team.

Job Title

Customer Banking Agent

Job Description Summary

• Provides payment management expertise in area of specialism, such as collections/lending.
• More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.
• Provides a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported.
• Uses online systems to accurately document customer account information, adhering to data privacy legislation.
• Ensures regulatory compliance.
• In the case of collections activity, determines reason for customer payment delinquency and obtains payment commitment.
• More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area.

Key Information

• You will work 40 hours per week between 8am – 8pm, Monday – Friday and 9am-5pm Saturday on a rota basis. We will provide shift rota examples at interview stage.
• Training period is approximately 4 weeks, and you will work 8:30am – 5pm Monday – Friday.
• Learning academy following training lasts around 8 weeks where you will work between 8am – 8pm, Monday – Friday and 9am-5pm Saturday on a rota basis.

What\’s in it for you?

• Internal career progression via Capita Academy, which helps many colleagues to develop into a multitude of roles available with a clear development plan from the outset.
• Access to exclusive discounts, benefits and cash back, for all Capita Employees and their families! Retail, cinema, shopping, something for everyone!
• 23 days\’ holiday (rising to 27) with the opportunity to buy extra leave.
• We are, on occasion with a small team, asked to work Bank Holidays, but Christmas Day, Boxing Day and New Years Day are all non-working days so, put your feet up! (If you are scheduled to work on a bank holiday, you will receive a day in lieu).
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks\’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more!
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel, and technology.
• Access to our Aviva DigiCare+ Workplace services to support health and wellbeing, providing a range of valuable services.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

What You\’ll Be Doing

• You will be responsible for handling inbound calls, speaking and listening to customers who are in different financial positions, tailoring affordable outcomes to help them on the road to financial health.
• Handling customer complaints should they arise, adhering to Financial Conduct Authority standards.
• Supporting vulnerable customers and addressing their complex needs with care and understanding.
• Working collaboratively with a supportive team to achieve targets and goals.
• Building rapport, empathising, and having meaningful conversations with our customers to deliver excellent customer service.
• Embracing learning, coaching and development to continuously improve your skills and capability.
• Recognising you can positively impact customer’s lives and make a real difference.
• Efficiently navigating multiple systems while engaging with customers, ensuring all information entered is accurate. Prior experience with using multiple systems is essential.

What We\’re Looking For

Essential – you must have experience in one of the below areas:

• Excellent interpersonal and organisational skills.
• Analytical, investigatory and problem‑solving skills.
• Highly effective verbal and written communication skills, to include a high standard of vocabulary & grammar.
• Ability to demonstrate empathy and ownership of customer and their financial position and available options available.
• Telephone and computer literate.
• Understanding of OFCOM & FCA regulatory requirements is essential.
• Call Centre Customer Service: Experience in a call centre customer service role.
• Fast‑Paced Office Environment: Experience in a dynamic and fast‑paced office setting.
• Healthcare Environment: Experience dealing with vulnerable clients in a healthcare environment.
• Financial Services: Experience working in the financial services sector.
• Additionally, experience using multiple computer systems is a must.

In addition, you\’ll also bring these skills to our team and make a real difference!

• Empathy – Understanding and showing genuine concern for customers\’ financial difficulties fosters trust and leads to more successful resolutions.
• Resilience – Maintaining emotional stability, staying motivated with a drive to continuously improve.
• Communication – Strong verbal and written communication skills are crucial for engaging with customers, explaining complex information clearly, and building rapport.
• Problem‑Solving – The ability to assess situations, devise effective solutions and thrive in an ever‑changing environment.
• Attention to Detail – Ensuring all gathered information is accurate and maintaining a strong focus on delivering exceptional work.

Join our diverse and dynamic team of experienced, innovative, and dedicated professionals!

With us you\’ll find countless opportunities to learn new skills and advance your career. We\’re committed to providing the support you need to thrive and succeed. This isn\’t an entry‑level role, so some previous experience is essential. Our goal is to create better outcomes for you and our client. Ready to take the next step in your career? Let\’s achieve great things together!

What Will Happen Next

• Choose apply now to fill out our short application.
• Your application will be reviewed by our recruitment team.
• You will be invited to attend a video interview with a member of the recruitment team.
• If you are successful at the first interview stage, you will be invited to attend an onsite assessment centre at our office in Preston.

Equal Opportunities

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier‑free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com and we’ll get back to you. Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .

Location

Preston, United Kingdom

Time Type

Full time

Contract Type

Permanent