This job expired on 20th February 2025
Customer Support Administrator - Arrears (Hybrid)
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 brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.
What will you be doing?
This role will involve working in our Mortgage & Savings Accounts Team, focusing on collection of mortgage payments. Starting in our Collections/Arrears Team, you’ll assist our customers and our branch teams with queries regarding the management of payment arrangements and helping customers who find themselves under financial pressure. This work involves communicating with customers by telephone, letter, email and other digital methods. You will also deal regularly with solicitors and other third parties when discussing payment arrangements. You’ll work within in a close-knit team of staff who will help support your learning and development and you’ll report to a team leader, who will guide your day to day tasks.
This role involves Hybrid working model. You will need to be flexible and be 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 - to carry out various administration duties involved in the collection of outstanding mortgage payments including;
Customer outreach – initiate contact with members who are in arrears or financial difficulty assessing affordability and establishing suitable repayment plans that accommodate the customers financial capabilities.
Member Support - The role will also involve having sympathetic, constructive but also difficult conversations to find positive solutions for both the customer and the Society.
Account Monitoring – regular review and associated action of accounts in arrears or payment shortfall, as well as Identifying early signs of payment vulnerability and establishing pre-emptive awareness of future payment difficulties.
Reporting – produce reports on arrears statistics and performance management information highlighting key stages of escalation.
Follow up procedures – implement follow up procedures for customers who have established repayment plans but have not yet made payment.
Repossession process management – oversee the entire repossession process for accounts that have exhausted all other collection efforts. This includes collaborating with the Society solicitor and assisting in work for court preparation.
Sales process - Coordinate with estate agents to establish the sale of Society properties ensuring maximum value for our members
Dealing with customer enquiries, solicitors, mortgage brokers and working closely with our branch teams and management, through multi-channel communication. The role will provide ongoing customer support service to our customers who engage through our online mortgage and savings portals.
GENERAL
Demonstrate the Society’s values in behaviours and actions.
Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
Comply with Information & Cyber Security controls as relevant to your day to day duties.
Work safely as a member of a team to carry out Health & Safety working practices.
Carry out any other function necessary for the smooth running of the branch / department.
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 for money back on dental, optical costs etc
Generous holidays - 25 days plus up to 12 Bank Holidays
Extra day off for your birthday
Holiday purchase scheme
Opportunity to gain great exposure in supportive environment
Excellent training and volunteering opportunities
What you will need
Required criteria
- Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
- High degree of accuracy of data input and attention to detail
- 2 year’s customer service experience
- Strong MS Office and IT skills
- Strong MS Office and IT skills
- Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
Desired criteria
- Previous experience working in a financial environment
- Telephony experience
Professional skills you’ll need for this job opportunity
Answering Customer Questions
Establishing Rapport With Clients
Ability to Use Positive Language
Data Entry and Basic Computer Skills
Ability to Identify and Anticipate needs
Progressive Building Society
Careers at Progressive We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work. We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies. This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland.
To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast paced financial services industry. Outlined below are a list of the reasons why we feel Progressive is a great place to work: We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork. We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success. We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members’ lives. We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments.
Our benefits
We offer our staff competitive employment conditions and a range of benefits designed to achieve high levels of staff engagement and job satisfaction. We understand that by taking steps to positively enhance the well-being of our staff, we can help them to achieve their goals and boost their motivation to deliver the best possible outcomes for our members.