At a Glance
- Tasks: Help customers manage mortgage accounts and develop tailored repayment solutions.
- Company: Join Nottingham Building Society, a mutual dedicated to community and customer support for over 170 years.
- Benefits: Enjoy a competitive salary, hybrid working, 29 days leave, and a focus on personal development.
- Other info: Embrace diversity and contribute to sustainability initiatives while enjoying a friendly workplace culture.
- Why this job: Make a real impact by helping customers overcome financial challenges in a supportive environment.
- Qualifications: Experience in payment support or collections, strong communication skills, and knowledge of mortgage processes required.
The predicted salary is between 21000 - 25000 £ per year.
Overview
We\'re Hiring: Payment Support Agent
Contract type: Permanent
Hours: Full-time, 35 hours per week
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Salary: £23,700 per annum
Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact careers@thenottingham.com
Role summary
As a Payment Support Agent, you\'ll work directly with Buy-to-Let, Commercial, and Residential customers to manage mortgage accounts facing, or at risk of, payment difficulties. You’ll support customers in arrears, developing tailored repayment solutions to minimise losses and maintain strong customer relationships. A strong mortgage knowledge is essential.
Responsibilities
- Manage pre-arrears accounts to prevent payment issues
- Support customers in financial difficulty with realistic, tailored payment plans
- Maintain regular contact to resolve ongoing arrears and minimise mortgage losses
- Escalate cases where legal proceedings may be required
- Accurately update borrower records and submit MI reports to relevant committees
- Handle secure card payments and ensure all communication meets quality standards
- Adhere to policies and procedures, including Data Protection and Complaints
- Deliver excellent service, understanding what this means in your role
- Stay aware of operational and regulatory risks related to your work
- Report potential risks as part of our Risk & Compliance framework
Qualifications & skills
- Familiar with FCA MCOB rules (arrears handling and fees), Anti-Money Laundering regulations, debt management practices, and mortgage repossession process (including LPA receivers)
- Proven experience in a payment support or collections environment, with ability to work independently and as part of a team
- Skilled in identifying pre-arrears and potential payment issues early, and providing tailored repayment solutions
- Confident in obtaining and evaluating financial information to make sound, balanced decisions
- Strong communication, negotiation, and influencing skills with empathy while maintaining a fair and firm approach
- Understanding of the full mortgage lifecycle and various mortgage types (residential, commercial, company)
- Proactive problem-solver capable of working autonomously within a regulatory framework
Benefits
- Competitive salary with annual discretionary bonus scheme
- Medicash healthcare scheme
- 29 days annual leave plus bank holidays and enhanced family leave
- Personal and professional development opportunities
- 35-hour working week to promote work-life balance
- Friendly, inclusive culture and a commitment to sustainability
- Volunteer leave and community initiatives through the Samuel Fox Foundation
- Health and wellbeing resources, including mental health support
About us
We are a mutual, owned by our members rather than shareholders. We invest in our communities and responsible causes while supporting colleagues, customers, and members. Our mission is to help customers save, plan for, and protect their financial futures, including achieving the milestone of home ownership. We are committed to diversity, inclusion, and equal opportunities for all.
Payment Support Agent in Nottingham employer: The Nottingham
Nottingham Building Society is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary, generous annual leave, and a supportive hybrid working environment in Nottingham. With a strong commitment to diversity, sustainability, and community engagement, employees are encouraged to thrive both personally and professionally while making a meaningful impact in the lives of customers and the community.
StudySmarter Expert Advice🤫
We think this is how you could land Payment Support Agent in Nottingham
✨Tip Number 1
Familiarise yourself with FCA MCOB rules and debt management practices. Understanding these regulations will not only help you in the interview but also demonstrate your commitment to compliance and customer care.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've successfully managed payment issues in the past. Be ready to discuss specific situations where you developed tailored repayment solutions for customers.
✨Tip Number 3
Highlight your communication and negotiation skills during discussions. Practice articulating how you can engage customers with empathy while maintaining a firm approach, as this is crucial for the role.
✨Tip Number 4
Research Nottingham Building Society's values and community initiatives. Being able to align your personal values with theirs will show that you're not just looking for a job, but are genuinely interested in contributing to their mission.
We think you need these skills to ace Payment Support Agent in Nottingham
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Payment Support Agent. Familiarise yourself with the key skills required, such as customer service, negotiation, and problem-solving.
Tailor Your CV:Customise your CV to highlight relevant experience in payment support or collections. Emphasise your familiarity with FCA MCOB rules and your ability to handle pre-arrears situations effectively.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for helping customers in financial difficulty. Use specific examples from your past experiences to demonstrate your problem-solving skills and empathy.
Proofread Your Application:Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and concise to make a strong impression.
How to prepare for a job interview at The Nottingham
✨Know Your Mortgage Basics
Familiarise yourself with the mortgage lifecycle and different types of mortgages, especially residential and commercial. Understanding FCA MCOB rules and arrears handling will show your expertise and readiness for the role.
✨Demonstrate Empathy and Communication Skills
Prepare to showcase your ability to engage with customers empathetically. Think of examples where you've successfully resolved customer issues while maintaining a fair approach, as this is crucial for a Payment Support Agent.
✨Be Ready to Discuss Problem-Solving Scenarios
Think of specific instances where you identified potential payment issues early and developed tailored repayment solutions. This will highlight your proactive problem-solving skills, which are essential for the role.
✨Understand the Company Culture
Research Nottingham Building Society's commitment to diversity and community involvement. Be prepared to discuss how your values align with theirs, as they prioritise a friendly and inclusive culture.
