Customer Support Team Member (Mortgage & Savings Support Services)

Overview

Progressive is a home-grown organisation with a reputation for customer service excellence. We are committed to helping customers save and become homeowners and to being the savings and mortgage provider of choice in Northern Ireland. We support staff in an inclusive environment where diverse needs are recognised and respected. The role offers blended home and office working with two days in the office after successful training/probation, with the remainder in the office or at home at your discretion.

If you are seeking an opportunity in an exciting role, we would love to hear from you.

Role

To carry out various Customer Support duties, primarily working in our Mortgage & Savings Support Services team.

Responsibilities

• Work within the Society’s Mortgage & Savings Accounts Team to provide excellent service to customers wishing to make changes to their accounts, set up products, process transfers, monitor savings and mortgage accounts, produce savings documentation, and perform various administrative duties.
• Primary focus on Savings: processing new and existing savings accounts from customers and branches, deceased customer procedures, various savings enquiries, ISA transfers and administration.
• Process mortgage accounts including redemptions, capital repayments, direct debit setup, and processing forbearance arrangements.
• Provide excellent customer support through communication with customers, and process and administer service requests.
• Deal with customer enquiries and work closely with branch teams and management through multi-channel communication; provide ongoing support to customers engaging through the online portal.

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 dental, optical costs, etc.
• Generous holidays – 25 days plus up to 12 Bank Holidays
• Holiday purchase scheme
• Opportunity to gain great exposure in a supportive environment
• Excellent training and volunteering opportunities

Pre-employment checks

Successful applicants will be subject to pre-employment checks, including credit checks and criminal record checks (Access NI basic check through a responsible body).

Required Criteria

• Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
• High degree of accuracy in data input and attention to detail
• 2 years of customer service experience
• Strong MS Office and IT skills
• 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

Progressive aims to help employees find balance between work and personal life, offering family-friendly policies. We strive to be an inclusive and respectful workplace where teamwork and diversity are valued, and we work to make a positive difference in our communities.

Company Benefits

We offer competitive employment conditions and a range of benefits designed to achieve high levels of staff engagement and job satisfaction. This includes health insurance, vacation, paid time off, performance bonuses, paid sick days, retirement plan/pension, employee development programs, tuition reimbursement, open office, life insurance, long service recognition, employee assistance, wellbeing schemes, charitable involvement, social opportunities, and opportunities for annual rises.

Salary

Not disclosed