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 competitive salary, hybrid working, generous holidays, and excellent pension contributions.
- Other info: Be part of a supportive team with great training and volunteering opportunities.
- 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; 2 years customer service experience.
The predicted salary is between 30000 - 40000 € per year.
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.
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 required after 5pm and on a Saturday.
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 a supportive environment
- Excellent training and volunteering opportunities
Required Criteria
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Mathematics
- 2 years 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
About The Company
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. 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
Mortgage Accounts & Arrears Administrator in Lisburn employer: Progressive Building Society
Progressive is an exceptional employer that prioritises employee well-being and work-life balance, offering a supportive environment where team members can thrive. With competitive salaries, a hybrid working model, and generous benefits including a robust pension scheme and health cash plan, employees are empowered to grow both personally and professionally. The company fosters a culture of inclusivity and teamwork, making it a rewarding place to contribute to the community while helping customers achieve their financial goals.
Contact Detail:
Progressive Building Society Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Accounts & Arrears Administrator in Lisburn
✨Tip Number 1
Network like a pro! Reach out to friends, family, and former colleagues to let them know you're on the job hunt. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and practising common questions. We want to show that you’re not just a great fit for the role, but also genuinely interested in what they do!
✨Tip Number 3
Dress the part! First impressions matter, so make sure you look professional and feel confident. It’s all about showing you mean business when it comes to landing that job.
✨Tip Number 4
Follow up after interviews with a thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Mortgage Accounts & Arrears Administrator in Lisburn
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Mortgage Accounts & Arrears Administrator role. Highlight your customer service experience and any relevant skills that match what we're looking for. This shows us you're genuinely interested in the position!
Show Off Your Skills:Don’t be shy about showcasing your strong MS Office and IT skills. If you've got experience in a financial environment or telephony, make sure to mention it! We love seeing candidates who can hit the ground running.
Be Personable:Remember, we’re all about delivering excellent service. Use your application to demonstrate your positive attitude and passion for helping customers. Share examples of how you've gone above and beyond in previous roles to support clients.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Progressive Building Society
✨Know Your Stuff
Before the interview, make sure you understand the mortgage and arrears processes. Familiarise yourself with common customer queries and how to handle them. This will show that you're proactive and ready to tackle the role head-on.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight your ability to listen, communicate clearly, and resolve issues efficiently. This is key for a role focused on delivering excellent service.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like dealing with a customer in financial distress. Think about how you would assess their circumstances and provide practical solutions. Practising these scenarios can help you feel more confident.
✨Emphasise Teamwork
Since this role involves working closely with colleagues and other stakeholders, be prepared to discuss how you collaborate effectively. Share examples of how you've contributed to a team environment and supported others in achieving shared goals.
