At a Glance
- Tasks: Support customers with payment issues and manage arrears effectively.
- Company: Join a leading organisation in Specialist Mortgages with a focus on customer care.
- Benefits: Competitive pay, annual bonus, private medical insurance, and hybrid working options.
- Other info: Enjoy 25 days of annual leave and opportunities for professional development.
- Why this job: Make a real difference by helping customers navigate financial challenges.
- Qualifications: Strong communication skills and a customer-centric approach are essential.
The predicted salary is between 30000 - 40000 £ per year.
Department: Property Operations – Specialist Mortgages
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.
- 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
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
Comply with AML, financial crime, and Conduct Rules requirements
Champion fair customer outcomes and Consumer Duty responsibilities
Act with integrity, diligence, and openness in all interactions
Competitive remuneration
Discretionary annual bonus
Annual pay review
Private Medical Insurance (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)
Interest-free season ticket loan
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 employer: Hollybank Trustees Ltd
Join our dynamic team as a Payment Support Officer, where you will be at the forefront of helping customers navigate their financial challenges. We pride ourselves on fostering a supportive work culture that prioritises employee growth through study support and professional memberships, alongside competitive benefits like private medical insurance and a hybrid working model. Located in a vibrant area, we offer a rewarding environment that champions fair customer outcomes and values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Payment Support Officer
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Hollybank Trustees Ltd. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Payment Support Officer
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Hollybank Trustees Ltd.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Hollybank Trustees Ltd's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Hollybank Trustees Ltd
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Hollybank Trustees Ltd.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Hollybank Trustees Ltd will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Hollybank Trustees Ltd employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
