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Arrears & Customer Support Administrator, Belfast
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Client:
Progressive Building Society
Location:
Belfast, United Kingdom
Job Category:
Customer Service
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EU work permit required:
Yes
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Job Reference:
4df505062ebd
Job Views:
3
Posted:
08.05.2025
Expiry Date:
22.06.2025
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Job Description:
Who are We
Working for 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.
As a nurturing employer, we believe in supporting staff to bring their whole selves to work in an inclusive environment where diverse needs are recognised and respected.
What will you be doing?
To carry out various Arrears & Customer Support duties within our Mortgage Support function.
This role involves a Hybrid working model. You will need to be flexible and able to commit to working shift patterns which may be introduced at a future date.
About The Role
Role Specific
To work within the Society’s Collections (Arrears) Team to provide an excellent service to customers in payment shortfall, including:
* Customer outreach: Initiate contact with members in arrears or financial difficulty, assess affordability, and establish suitable repayment plans.
* Member Support: Have sympathetic, constructive conversations to find positive solutions, identify vulnerable customers, and signpost to external agencies as necessary.
* Account Monitoring: Review accounts regularly, take necessary actions, and identify early signs of payment difficulties.
* Follow-up procedures: Implement follow-up actions for customers with established repayment plans who have not yet paid.
* Reporting: Produce reports on arrears statistics and performance metrics.
* Legal & Repossession process management: Oversee legal and repossession processes, collaborate with solicitors, and assist in legal proceedings.
* Sales process: Coordinate with estate agents for property sales.
* Communication: Handle customer inquiries and liaise with solicitors, third parties, and internal teams through multiple channels.
This role will help our customers by:
* Making a positive impact during customer interactions, meeting needs, and addressing queries.
* Building relationships through friendly, timely, and professional service.
* Providing information on products and processes.
* Finding the right solutions for customers.
The skills required:
Dedication and a passion for helping customers, with excellent listening and communication skills. Demonstrate:
* High levels of customer service, going the extra mile.
* High accuracy and attention to detail.
* Strong keyboard and multitasking skills.
* Flexibility and adaptability to changing processes.
* Excellent organizational skills and enthusiasm for learning.
* Ability to work independently and as part of a team in a fast-paced environment.
What's on offer?
* Annual KPI Bonus Scheme
* Excellent pension with up to 20% employer contribution
* Life Assurance
* Group Income Protection
* Health cash plan
* Generous holidays - 25 days plus up to 12 Bank Holidays
* Extra day off for your birthday
* Holiday purchase scheme
* Supportive environment with great exposure
* Training and volunteering opportunities
Skills Needed
Servicing, Relationship
About The Company
Careers at Progressive: We value work-life balance, diversity, and community involvement. We foster an inclusive, respectful environment where everyone can thrive and contribute to our success.
Desired Criteria
* Experience in a financial environment
* Telephony experience
Required Criteria
* Excellent interpersonal and communication skills
* High accuracy and attention to detail
* At least 2 years of customer service experience
* Proficiency in MS Office and IT skills
* Strong organizational skills and initiative
* 6 GCSEs (or equivalent) at Grade C or above, including English and Maths
Closing Date: Sunday 18th May, 2025
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