Arrears & Customer Support Administrator

TN United Kingdom; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking organization as an Arrears & Customer Support Administrator in Belfast. This role offers a unique opportunity to provide exceptional support to customers facing payment difficulties. You will be part of a dedicated team, ensuring that members receive the best possible service while building strong relationships. With a hybrid working model, you will enjoy flexibility in your work environment. The company values diversity and offers a supportive atmosphere for personal and professional growth. If you are passionate about helping others and thrive in a customer-focused role, this position is perfect for you!

Benefits

Annual KPI Bonus Scheme

Excellent pension with up to 20% employer contribution

Life Assurance

Group Income Protection

Health cash plan

Generous holidays - 25 days plus up to 12 Bank Holidays

Extra day off for your birthday

Holiday purchase scheme

Training and volunteering opportunities

Supportive environment with great exposure

Qualifications

• 2+ years of customer service experience in a financial environment.
• Excellent interpersonal skills and high accuracy in tasks.

Responsibilities

• Initiate contact with members in arrears and assess repayment plans.
• Monitor accounts and implement follow-up actions for repayment.

Skills

Customer Service

Communication Skills

Attention to Detail

Organizational Skills

Multitasking

Education

6 GCSEs at Grade C or above

Tools

MS Office

Job description

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Arrears & Customer Support Administrator, Belfast

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Client:

Progressive Building Society

Location:

Belfast, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

4df505062ebd

Job Views:

3

Posted:

08.05.2025

Expiry Date:

22.06.2025

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Job Description:

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 to bring their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

What will you be doing?

To carry out various Arrears & Customer Support duties within our Mortgage Support function.

This role involves a Hybrid working model. You will need to be flexible and 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, including:

• Customer outreach: Initiate contact with members in arrears or financial difficulty, assess affordability, and establish suitable repayment plans.
• Member Support: Have sympathetic, constructive conversations to find positive solutions, identify vulnerable customers, and signpost to external agencies as necessary.
• Account Monitoring: Review accounts regularly, take necessary actions, and identify early signs of payment difficulties.
• Follow-up procedures: Implement follow-up actions for customers with established repayment plans who have not yet paid.
• Reporting: Produce reports on arrears statistics and performance metrics.
• Legal & Repossession process management: Oversee legal and repossession processes, collaborate with solicitors, and assist in legal proceedings.
• Sales process: Coordinate with estate agents for property sales.
• Communication: Handle customer inquiries and liaise with solicitors, third parties, and internal teams through multiple channels.

This role will help our customers by:

• Making a positive impact during customer interactions, meeting needs, and addressing queries.
• Building relationships through friendly, timely, and professional service.
• Providing information on products and processes.
• Finding the right solutions for customers.

The skills required:

Dedication and a passion for helping customers, with excellent listening and communication skills. Demonstrate:

• High levels of customer service, going the extra mile.
• High accuracy and attention to detail.
• Strong keyboard and multitasking skills.
• Flexibility and adaptability to changing processes.
• Excellent organizational skills and enthusiasm for learning.
• Ability to work independently and as part of a team in a fast-paced environment.

What's on offer?

• Annual KPI Bonus Scheme
• Excellent pension with up to 20% employer contribution
• Life Assurance
• Group Income Protection
• Health cash plan
• Generous holidays - 25 days plus up to 12 Bank Holidays
• Extra day off for your birthday
• Holiday purchase scheme
• Supportive environment with great exposure
• Training and volunteering opportunities

Skills Needed

Servicing, Relationship

About The Company

Careers at Progressive: We value work-life balance, diversity, and community involvement. We foster an inclusive, respectful environment where everyone can thrive and contribute to our success.

Desired Criteria

• Experience in a financial environment
• Telephony experience

Required Criteria

• Excellent interpersonal and communication skills
• High accuracy and attention to detail
• At least 2 years of customer service experience
• Proficiency in MS Office and IT skills
• Strong organizational skills and initiative
• 6 GCSEs (or equivalent) at Grade C or above, including English and Maths

Closing Date: Sunday 18th May, 2025