At a Glance
- Tasks: Support customers with mortgage accounts and provide solutions for financial difficulties.
- Company: Join a leading home-grown organisation known for customer service excellence.
- Benefits: Enjoy a competitive salary, hybrid working, generous holidays, and excellent pension contributions.
- Other info: Be part of a supportive team that values work-life balance and personal growth.
- Why this job: Make a real difference in people's lives while developing your career in finance.
- Qualifications: 6 GCSEs at Grade C or above, including English and Maths; customer service experience required.
The predicted salary is between 30000 - 40000 £ per year.
Location: Progressive Bldg Soc, Progressive House, 33-37 Wellington Place
Who Are We
Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence. With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.
What You Will Be Doing
This is an excellent opportunity to join our Mortgage Accounts & Arrears Team in a varied and rewarding role. You will carry out a range of customer support duties, primarily within our Collections/Arrears team, helping customers manage their monthly payments, dealing with queries about mortgage accounts, setting up and maintaining mortgage products, and offering practical solutions for customers facing financial pressure.
The successful candidate will bring a positive, can-do approach and a genuine commitment to delivering excellent service. This role would suit someone who enjoys working as part of a supportive team, takes pride in accuracy and organisation, and is motivated by helping customers achieve the best possible outcomes. Your working hours will be 9-5 Monday to Friday, with occasional overtime may be required after 5pm and on a Saturday.
About The Role
What are your duties
- Dealing with Society members, both borrowers and savers, regarding their accounts, by providing information and support in an efficient and friendly manner, making our members feel valued and supported.
- Provide information and guidance to borrowers who are in arrears or who are facing financial difficulties.
- Dealing with Society Branches and Teams, regarding the Society’s mortgage and savings processes and customer queries.
- Setting up payment arrangements and making changes to accounts.
- Assessing customers circumstances and ensuring we provide good member outcomes.
- Documenting and effectively communicating to our members.
- Answering Mortgage Intermediary and Solicitor queries.
- Providing assistance with mortgage and savings reporting requirements.
- Administration of new products.
- Ensure compliance with regulatory standards, mortgage and savings policies, procedures and guidelines.
- Achievement of minimum KPI Requirements and Targets.
You’ll be helping our customers by
- Delivering outstanding service in every interaction—listening carefully, communicating clearly and resolving queries efficiently, with conversations tailored to each member’s needs.
- Building trusted relationships and working collaboratively with members, mortgage intermediaries, solicitors and other third parties to ensure a smooth, joined-up experience.
- Providing clear, accurate information on our products and processes, and making it easy for customers to understand their options and next steps.
- Taking ownership to find the right solution for our customers and branch teams—following through and keeping people informed until everything is resolved.
- Continuously developing strong product and service knowledge to confidently handle more complex queries and deliver right-first-time outcomes.
What's On Offer
- Competitive salary
- Hybrid working model
- Annual KPI Bonus Scheme
- Excellent pension with up to 20% employer pension contribution
- Life Assurance Scheme
- Group Income Protection
- Health cash plan for money back on dental, optical costs etc
- Generous holidays - 25 days plus up to 12 Bank Holidays
- Holiday purchase scheme
- Opportunity to gain great exposure in supportive environment
- Excellent training and volunteering opportunities
Skills Needed
About The Company
Careers at Progressive We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work. We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies. This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland.
Company Culture
To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast paced financial services industry. Outlined below are a list of the reasons why we feel Progressive is a great place to work: We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork. We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success. We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members’ lives. We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments.
Required Criteria
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Mathematics
- 2 year’s customer service experience
- Strong MS office and IT skills
- Have a positive attitude with a passion for customer service
- Ability to use initiative, work under pressure, manage workload and meet deadlines
Desired Criteria
- Previous experience working in a financial environment
- Telephony experience
Closing Date Thursday 28th May, 2026
Contract Type fulltime
Salary Based on Experience
Mortgage Accounts & Arrears Specialist (Hybrid) in Belfast employer: Progressive Building Society
Progressive Building Society is an exceptional employer that prioritises employee well-being and professional growth within a supportive and inclusive work culture. With a strong commitment to customer service excellence, employees enjoy a hybrid working model, competitive salary, generous holiday allowances, and opportunities for training and community engagement, making it a fulfilling place to build a career in the financial services sector.
Contact Details:
Progressive Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Accounts & Arrears Specialist (Hybrid) in Belfast
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Progressive. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role of Mortgage Accounts & Arrears Specialist. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your customer service skills! Since this role is all about helping customers, be ready to share examples of how you've gone above and beyond in previous jobs. Highlight your positive attitude and problem-solving abilities—these are key for making a great impression.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the position and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a fantastic fit for the team!
We think you need these skills to ace Mortgage Accounts & Arrears Specialist (Hybrid) in Belfast
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your customer service experience and any relevant financial background to show us you're the right fit for the Mortgage Accounts & Arrears Specialist role.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about helping customers and how your positive attitude aligns with our values at Progressive. Keep it friendly and professional!
Showcase Your Communication Skills:Since this role involves dealing with customers and colleagues, make sure your application demonstrates your strong communication skills. Use clear language and structure your thoughts well to show us you can convey information effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Progressive Building Society
✨Know Your Stuff
Before the interview, make sure you understand the role of a Mortgage Accounts & Arrears Specialist. Familiarise yourself with common mortgage terms and processes, as well as the specific services offered by the company. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about helping customers, be prepared to share examples from your past experiences where you've provided excellent customer service. Think of situations where you resolved issues or went above and beyond for a customer, as this will demonstrate your commitment to delivering outstanding service.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific situations, especially those involving customers in financial distress. Practice your responses to these scenario-based questions, focusing on your problem-solving skills and ability to empathise with customers while providing practical solutions.
✨Ask Thoughtful Questions
At the end of the interview, you'll likely have the chance to ask questions. Use this opportunity to inquire about the team culture, training opportunities, or how success is measured in the role. This not only shows your interest but also helps you determine if the company is the right fit for you.
