Mortgage Accounts & Arrears Administrator
Location: Belfast, Antrim, United Kingdom. Company: JR UK. Client / Employer: Progressive Building Society. Posted: 21.05.2026. Job Reference: 1c7767e9cb7a092c593c13380606e851.
About the Role
This is an excellent opportunity to join the Mortgage Accounts & Arrears Team in a varied and rewarding role. You will carry out a range of customer support duties, primarily within the 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.
Responsibilities
* Deal with members (borrowers and savers) regarding their accounts, providing information and support in an efficient and friendly manner.
* Provide information and guidance to borrowers in arrears or with financial difficulties.
* Interact with Society Branches and Teams regarding mortgage and savings processes and customer queries.
* Set up payment arrangements and make changes to accounts.
* Assess customers’ circumstances and ensure good member outcomes.
* Document and communicate effectively to members.
* Answer mortgage intermediary and solicitor queries.
* Provide assistance with mortgage and savings reporting requirements.
* Administer new products and ensure compliance with regulatory standards, policies, procedures and guidelines.
* Achieve minimum KPI requirements and targets.
* Deliver outstanding service, listening carefully, communicating clearly and resolving queries efficiently.
* Build trusted relationships and work collaboratively with members, mortgage intermediaries, solicitors and other parties.
* Provide clear, accurate information on products and processes.
* Take ownership of finding solutions and follow through until resolution.
* Continuously develop strong product and service knowledge.
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.
* 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.
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.
* Generous holidays – 25 days plus up to 12 bank holidays.
* Holiday purchase scheme.
* Opportunity to gain exposure in a supportive environment.
* Excellent training and volunteering opportunities.
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