Payment Support Agent

Payment Support Agent

Full-Time 19700 - 26700 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Help customers manage mortgage accounts and develop tailored repayment solutions.
  • Company: Join Nottingham Building Society, a mutual organisation dedicated to community and member support.
  • Benefits: Enjoy a competitive salary, hybrid working, 29 days leave, and wellness resources.
  • 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, and problem-solving skills required.
  • Other info: Embrace diversity and contribute to sustainability initiatives while growing your career.

The predicted salary is between 19700 - 26700 £ per year.

About The Role

Contract type: Permanent

Hours: Full-time, 35 hours

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

We\’re Hiring: 2 Payment Support Agents

As aPayment 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.

We’re looking for individuals with excellent customer service, negotiation, and problem-solving skills to help resolve mortgage payment issues and drive successful outcomes.

Here’s a taste of what you will be doing as a Payment Support Agentat Nottingham Building Society: –
    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 society 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

About you: –

  • Familiar with FCA MCOB rules (particularly arrears handling and fees), Anti-Money Laundering regulations, debt management practices, and the mortgage repossession process (including LPA receivers)
    Proven experience in a payment support or collections environment, with the ability to work both independently and as part of a team.
  • Skilled in identifying pre-arrears and potential payment issues early, and providing tailored repayment solutions.
  • Confident inobtaining and evaluating financial information to make sound, balanced decisions.
  • Strong communication, negotiation, and influencing skills—able to engage customers with empathy while maintaining a fair and firm approach.
    Strong understanding of the full mortgage lifecycle and various mortgage types (residential, commercial, company), including their regulatory status.
  • Proactive problem-solver, capable of working autonomously within a regulatory framework to resolve complex customer situations.

Reward & Benefits –

    A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicashhealthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
    Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
    For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
    A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
    A strong sustainability agenda – we’recontinually finding new ways to be kinder to the environment by reducing our carbon footprint.
    We’repassionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
    Your health and wellbeing isour priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: –

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About us: –

Togetherwe overcome barriers and shape brighter futures for our customers, colleagues and our communities.

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our colleagues, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.

About Us

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.

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Payment Support Agent 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 on the lives of customers and the community.
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Contact Detail:

The Nottingham Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Payment Support Agent

✨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

Brush up on your negotiation skills. As a Payment Support Agent, you'll need to engage customers empathetically while maintaining a firm approach. Practising role-play scenarios can be beneficial.

✨Tip Number 3

Showcase your problem-solving abilities by preparing examples of how you've successfully resolved complex customer situations in the past. This will highlight your proactive approach and suitability for the role.

✨Tip Number 4

Research Nottingham Building Society's values and community initiatives. Being able to discuss how your personal values align with theirs during the interview can set you apart as a candidate who truly fits their culture.

We think you need these skills to ace Payment Support Agent

Customer Service Excellence
Negotiation Skills
Problem-Solving Skills
Financial Analysis
Knowledge of FCA MCOB Rules
Debt Management Practices
Understanding of Mortgage Lifecycle
Empathy and Communication Skills
Ability to Work Independently
Team Collaboration
Attention to Detail
Regulatory Compliance Awareness
Proactive Approach to Risk Management
Ability to Develop Tailored Repayment Solutions

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in payment support or collections. Emphasise your customer service skills, negotiation abilities, and any familiarity with FCA MCOB rules or debt management practices.

Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific experiences where you've successfully managed payment issues or supported customers in financial difficulty.

Showcase Problem-Solving Skills: In your application, provide examples of how you've proactively solved complex customer situations. This could include tailored repayment solutions or effective communication strategies you've used in past roles.

Highlight Your Understanding of the Mortgage Lifecycle: Demonstrate your knowledge of the mortgage lifecycle and various mortgage types. This will show that you understand the context of the role and can engage effectively with customers regarding their accounts.

How to prepare for a job interview at The Nottingham

✨Understand the Role

Make sure you have a clear understanding of what a Payment Support Agent does. Familiarise yourself with managing mortgage accounts, supporting customers in financial difficulty, and developing tailored repayment solutions. This knowledge will help you answer questions confidently.

✨Showcase Your Customer Service Skills

Prepare examples from your past experiences that demonstrate your excellent customer service, negotiation, and problem-solving skills. Be ready to discuss how you've successfully resolved payment issues or helped customers in difficult situations.

✨Know the Regulations

Brush up on FCA MCOB rules, Anti-Money Laundering regulations, and debt management practices. Being knowledgeable about these regulations will show that you are serious about compliance and understand the importance of adhering to policies.

✨Demonstrate Empathy and Communication

During the interview, focus on showcasing your strong communication and empathy skills. Practice how you would engage with customers facing financial difficulties, ensuring you maintain a fair yet firm approach while building rapport.

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