This job expired on 23rd January 2026
Customer Support Team Member (Mortgage Support Services)
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.
What you will be doing
This role will involve working in our Mortgage Support Services Team, who assist customers, mortgage brokers and solicitors with queries regarding the management of mortgage accounts. The work includes dealing with queries from solicitors, brokers and customers, preparation of mortgage accounts to release funds to solicitors, instructing valuers, amendments to current mortgage accounts through our core mortgage system, safekeeping of Title Deeds and various mortgage administration tasks.
You will be dealing regularly with customer enquiries, solicitors, insurance providers, mortgage brokers and working closely with our branch teams and management, through multi-channel communication.
You’ll be applying your customer service specialism when providing customer support, offering solutions to our customers and solicitors, through carrying out our day-to-day processes in our Mortgage Support Services Team.
About the role
What are your duties
To work within the Society’s Mortgage Support Services Team to provide an excellent service to customers who are applying to the Society for mortgage funding, directly or through a Mortgage broker;
This role includes Customer Support, dealing with solicitors and valuers, preparation of mortgage accounts to release funds, instructing valuers, amendments to current mortgage accounts through our core system, production and issue of customer letters, product switch administration, various mortgage administration and processing tasks;
In addition to this the job role involves providing excellent customer support through communication with our customers, processing and administration of service requests, which may include, but not exclusively:
Recording Title Deeds on our Deeds management system, Deeds processes and enquiries, maintenance and storage of Deeds, maintenance of records for marriages/deaths, transfer of land requests;
Making arrangements to pay, processing monthly payments, dealing with solicitors, dealing with third parties and to carry out various administration duties involved in the collection of outstanding mortgage payments;
Mortgage account amendments, Direct Debit set ups, Redemption quotations, capital repayments, product set up, account administration and issue of Society communications.
The role will involve dealing regularly with customer enquiries, solicitors, insurance providers, 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 portal.
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
Holiday purchase scheme
Opportunity to gain great exposure in supportive environment
Excellent training and volunteering opportunities
What you will need
Required criteria
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Mathematics
- 2+ years experience working in a customer service role involving administrative tasks and experience of supporting customers by proactively resolving queries
- 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.
- Strong MS Office and IT skills.
- Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative.
Desired criteria
- Previous experience working in a financial environment
Professional skills you’ll need for this job opportunity
Establishing Rapport With Clients
Communication
Teamwork
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.
Health insurance
Vacation, Paid time off
Performance bonuses
Paid sick days
Retirement plan and/or pension
Employee development programs
Tuition reimbursement
Open office
Competitive salary
Life insurance
Long service recognition
Employee Assistance Scheme
Wellbeing Scheme
Work With Charities
Social Opportunities
Annual Rise
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