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
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.
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Act as the first contact point for customers or their representatives regarding payment issues
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Manage missed payments, making initial contact in line with agreed strategies
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Work with customers to clear arrears quickly, offering alternative payment methods where needed
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Identify cases of financial difficulty and provide tailored support and payment plans
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Maintain regular contact with customers in shortfall, escalating cases where necessary
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Create trigger and referral reports for the Business Support team
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Manage pre-arrears and early warning cases in line with policy requirements
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Maintain accurate customer records and apply correct forbearance flags
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Obtain and maintain mandate to authorise early forbearance arrangements
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Experience in collections within an FCA-regulated organisation
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Strong understanding of regulatory and legal requirements
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Intermediate Microsoft Word and Excel skills
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Experience in mortgage collections
- Good standard of education (GCSEs in English & Maths, Grade 4 or higher)
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Exceptional organisation and time management skills
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Customer-centric approach with strong communication skills
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Risk awareness and attention to detail
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Team player with a proactive mindset
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Comply with AML, financial crime, and Conduct Rules requirements
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Champion fair customer outcomes and Consumer Duty responsibilities
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Identify and escalate risks appropriately and in a timely manner
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Act with integrity, diligence, and openness in all interactions
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Competitive remuneration
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Discretionary annual bonus
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Annual pay review
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Private Medical Insurance (Bupa)
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Mental health & wellbeing support via Bupa
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25 days annual leave (increasing with service) + Holiday Buy Scheme
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Cycle to Work Scheme & Green Car Scheme
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Enhanced family leave policies
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Study support & professional membership
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Hybrid working (where applicable)
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Pension scheme - 8% employer contribution (non-contributory)
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Interest-free season ticket loan
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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.
