Customer Support Administrator - Arrears (Hybrid)

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 astrong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland. As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected. What will you be doing? This role will involve working in our Mortgage & Savings Accounts Team, focusing on collection of mortgage payments. Starting in our Collections/Arrears Team, youll assist our customers and our branch teams with queries regarding the management of payment arrangements and helping customers who find themselves under financial pressure. This work involves communicating with customers by telephone, letter, email and other digital methods. You will also deal regularly with solicitors and other third parties when discussing payment arrangements. Youll work within in a close-knit team of staff who will help support your learning and development and youll report to a team leader, who will guide your day to day tasks. This role involves Hybrid working model. You will need to be flexible and be able to commit to working shift patterns which may be introduced at a future date. About The Role ROLE SPECIFIC To work within the Societys Collections (Arrears) Team to provide an excellent service to customers in payment shortfall – to carry out various administration duties involved in the collection of outstanding mortgage payments including; Customer outreach initiate contact with members who are in arrears or financial difficulty assessing affordability and establishing suitable repayment plans that accommodate the customers financial capabilities. Member Support – The role will also involve having sympathetic, constructive but also difficult conversations to find positive solutions for both the customer and the Society. Account Monitoring regular review and associated action of accounts in arrears or payment shortfall, as well as Identifying early signs of payment vulnerability and establishing pre-emptive awareness of future payment difficulties. Reporting produce reports on arrears statistics and performance management information highlighting key stages of escalation. Follow up procedures implement follow up procedures for customers who have established repayment plans but have not yet made payment. Repossession process management oversee the entire repossession process for accounts that have exhausted all other collection efforts. This includes collaborating with the Society solicitor and assisting in work for court preparation. Sales process – Coordinate with estate agents to establish the sale of Society properties ensuring maximum value for our members Dealing with customer enquiries, solicitors, mortgage brokers and working closely with our branch teams and management, through multi-channel communication. The role will provide ongoing customer support service to our customers who engage through our online mortgage and savings portals. GENERAL Demonstrate the Societys values in behaviours and actions. Produce the highest standard of work possible in accordance with the Societys Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures. Comply with Information & Cyber Security controls as relevant to your day to day duties. Work safely as a member of a team to carry out Health & Safety working practices. Carry out any other function necessary for the smooth running of the branch / department. 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 Extra day off for your birthday Holiday purchase scheme Opportunity to gain great exposure in supportive environment Excellent training and volunteering opportunities Required Criteria Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders High degree of accuracy of data input and attention to detail 2 years customer service experience Strong MS Office and IT skills Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths Desired Criteria Previous experience working in a financial environment Telephony experience Skills Needed Answering Customer Questions, Establishing Rapport With Clients, Ability to Use Positive Language, Data Entry and Basic Computer Skills, Ability to Identify and Anticipate needs 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. Company Benefits We offer our staff competitive employment conditions and a range of benefits designed to achieve high levels of staff engagement and job satisfaction. We understand that by taking steps to positively enhance the well-being of our staff, we can help them to achieve their goals and boost their motivation to deliver the best possible outcomes for our members. Health insurance, Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Employee development programs, Tuition reimbursement, Open office, Competitive salary, Life insurance, Long service recognition, Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Annual Rise Salary Not disclosed Skills: Answering Customer Questi Establishing Rapport With Ability to Use Positive L Data Entry and Basic Comp Ability to Identify and A Benefits: Health insurance Vacation, Paid time off Performance bonuses Paid sick days Retirement plan and/or pension Employee development programs