At a Glance
- Tasks: Support customers with payment issues and manage arrears effectively.
- Company: Hampshire Trust Bank, a leader in specialist mortgages.
- Benefits: Competitive pay, bonuses, private health insurance, and 25 days leave.
- Other info: Enjoy hybrid working and excellent growth opportunities.
- Why this job: Make a real difference in customers' lives while developing your career.
- Qualifications: Experience in collections and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Payment Support Officer role at Hampshire Trust Bank.
Location: Head Office, London
Hours: Monday to Friday, 9:00am–5:30pm
Working Pattern: Hybrid (50/50)
Reports to: Payment Support Team Leader
Department: Property Operations – Specialist Mortgages
About the Role
We’re looking for a detail‑oriented and customer‑focused Payment Support Officer to join our Specialist Mortgages Operations team. As the first point of contact for customers experiencing payment issues, you’ll play a vital role in managing arrears, supporting customers in financial difficulty, and ensuring fair outcomes in line with regulatory standards.
Key Responsibilities
- Act as the first contact point for customers or their representatives regarding payment issues
- Manage missed payments, making initial contact in line with agreed strategies
- Work with customers to clear arrears quickly, offering alternative payment methods where needed
- Identify cases of financial difficulty and provide tailored support and payment plans
- Maintain regular contact with customers in shortfall, escalating cases where necessary
- Create trigger and referral reports for the Business Support team
- Manage pre‑arrears and early warning cases in line with policy requirements
- Maintain accurate customer records and apply correct forbearance flags
- Obtain and maintain mandate to authorise early forbearance arrangements
What We’re Looking For
- Experience in collections within an FCA‑regulated organisation
- Strong understanding of regulatory and legal requirements
- Intermediate Microsoft Word and Excel skills
- Experience in mortgage collections (beneficial but not essential)
- Good standard of education (GCSEs in English & Maths, Grade 4 or higher)
- Exceptional organisation and time management skills
- Customer‑centric approach with strong communication skills
- Risk awareness and attention to detail
- Team player with a proactive mindset
Risk & Conduct Responsibilities
- Comply with AML, financial crime, and Conduct Rules requirements
- Champion fair customer outcomes and Consumer Duty responsibilities
- Identify and escalate risks appropriately and in a timely manner
- Act with integrity, diligence, and openness in all interactions
Benefits
- Competitive remuneration
- Discretionary annual bonus
- Annual pay review
- Private Medical Insurance (Bupa)
- Mental health & wellbeing support via YuLife & Bupa
- 25 days annual leave (increasing with service) + Holiday Buy Scheme
- Cycle to Work Scheme & Green Car Scheme
- Enhanced family leave policies
- Study support & professional membership
- Hybrid working (where applicable)
- YuLife Rewards – discounts on retail, lifestyle & experiences
- Pension scheme – 8% employer contribution (non‑contributory)
- Interest‑free season ticket loan
- Annual volunteering day & Net Zero employer commitment
If you’re ready to become a subject matter expert in arrears management and help deliver positive outcomes for customers, we’d love to hear from you.
Payment Support Officer - Mortgage Collections employer: Hampshire Trust Bank
Hampshire Trust Bank is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive remuneration package alongside comprehensive benefits such as private medical insurance and a generous annual leave policy. With a hybrid working model and a strong commitment to mental health support, employees thrive in a collaborative and customer-centric environment, making a meaningful impact in the financial sector while enjoying opportunities for personal and career development.
StudySmarter Expert Advice🤫
We think this is how you could land Payment Support Officer - Mortgage Collections
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how they align with your skills, especially in areas like customer support and financial regulations.
✨Tip Number 3
Practice your communication skills! As a Payment Support Officer, you'll need to convey complex information clearly. Role-play common scenarios with friends or family to build confidence.
✨Tip Number 4
Apply directly through our website! It shows you're genuinely interested and gives you a better chance of standing out. Plus, we love seeing applications from proactive candidates like you!
We think you need these skills to ace Payment Support Officer - Mortgage Collections
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Payment Support Officer role. Highlight any experience in collections, especially within FCA-regulated organisations, and showcase your customer-centric approach. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about helping customers with payment issues and how your background makes you a great fit for our team. Keep it concise but impactful – we love a good story!
Showcase Your Skills:Don’t forget to highlight your intermediate Microsoft Word and Excel skills, as well as your attention to detail and organisation. These are key for managing customer records and payment plans effectively. We need to know you can handle the nitty-gritty!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to submit all your documents in one go. Plus, it shows us you’re serious about joining our team at Hampshire Trust Bank!
How to prepare for a job interview at Hampshire Trust Bank
✨Know Your Stuff
Make sure you understand the role of a Payment Support Officer and the key responsibilities involved. Brush up on your knowledge of mortgage collections and FCA regulations, as this will show that you're serious about the position and can hit the ground running.
✨Showcase Your Customer Focus
Since this role is all about helping customers in financial difficulty, be prepared to share examples of how you've successfully supported customers in the past. Highlight your communication skills and your ability to empathise with clients facing challenges.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, like managing missed payments or creating payment plans. Think through potential scenarios beforehand and have clear, structured responses ready to demonstrate your problem-solving skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for managing customer records, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
