Location: Head Office, London Hours: Monday to Friday, 9:00am–5:30pm Working Pattern: Hybrid (50/50) Reports to: Payment Support Team Leader Department: Property Operations – Specialist Mortgages About the Role We’re looking for a detail-oriented and customer-focused Payment Support Officer to join our Specialist Mortgages Operations team. As the first point of contact for customers experiencing payment issues, you’ll play a vital role in managing arrears, supporting customers in financial difficulty, and ensuring fair outcomes in line with regulatory standards. Key Responsibilities Act as the first contact point for customers or their representatives regarding payment issues Manage missed payments, making initial contact in line with agreed strategies Work with customers to clear arrears quickly, offering alternative payment methods where needed Identify cases of financial difficulty and provide tailored support and payment plans Maintain regular contact with customers in shortfall, escalating cases where necessary Create trigger and referral reports for the Business Support team Manage pre-arrears and early warning cases in line with policy requirements Maintain accurate customer records and apply correct forbearance flags Obtain and maintain mandate to authorise early forbearance arrangements What We’re Looking For Experience in collections within an FCA-regulated organisation Strong understanding of regulatory and legal requirements Intermediate Microsoft Word and Excel skills Experience in mortgage collections (beneficial but not essential) Good standard of education (GCSEs in English & Maths, Grade 4 or higher) Exceptional organisation and time management skills Customer-centric approach with strong communication skills Risk awareness and attention to detail Team player with a proactive mindset Risk & Conduct Responsibilities Comply with AML, financial crime, and Conduct Rules requirements Champion fair customer outcomes and Consumer Duty responsibilities Identify and escalate risks appropriately and in a timely manner Act with integrity, diligence, and openness in all interactions Benefits Competitive remuneration Discretionary annual bonus Annual pay review Private Medical Insurance (Bupa) Mental health & wellbeing support via YuLife & Bupa 25 days annual leave (increasing with service) Holiday Buy Scheme Cycle to Work Scheme & Green Car Scheme Enhanced family leave policies Study support & professional membership Hybrid working (where applicable) YuLife Rewards – discounts on retail, lifestyle & experiences Pension scheme – 8% employer contribution (non-contributory) Interest-free season ticket loan Annual volunteering day & Net Zero employer commitment If you’re ready to become a subject matter expert in arrears management and help deliver positive outcomes for customers, we’d love to hear from you.