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.
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