Customer Support Officer

Paragon Bank; Metropolitan Borough of Solihull; On-site; GBP 25,000 - 35,000; Full time

Job summary

Paragon Bank is looking for a customer-focused team member to join their debt recovery team. You will play a vital role in assisting customers by negotiating repayment plans while adhering to compliance regulations. The environment promotes growth, flexibility, and inclusion, making it a rewarding opportunity for personal and professional development.

Benefits

Generous holiday allowance

Profit sharing

Employee discounts

Flexible working arrangements

Life assurance

Access to wellbeing tools

Qualifications

• Experience in identifying vulnerability and complaints.
• Ability to adapt communication styles effectively.

Responsibilities

• Efficiently recover debts while adhering to regulatory frameworks.
• Handle escalated customer calls and make decisions on actions.
• Communicate payment arrangements in line with policies.

Skills

Communication

Empathy

Problem-solving

Attention to detail

IT skills

Job description

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK, and we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re looking for an opportunity to grow in a friendly environment, we’re looking for you!

We’re flexible, inclusive, committed to your wellbeing, and passionate about you reaching your potential. Let’s grow together …

We are currently recruiting to expand our innovative and energetic team. You will be part of a dynamic team on a mission to revolutionise customer experiences. You must be self-motivated and pride yourself on building excellent relationships with customers.

Career progression is a strength as our highly profitable business continues to grow and invest across all areas, taking ambitious plans to the next level.

Purpose of the role

The role involves efficiently recovering monies due on consumer portfolios within regulatory frameworks, communicating verbally and in writing with customers and third parties, and adhering to policies to ensure good outcomes for customers.

Duties and responsibilities

• Deal empathetically with customers, understanding their circumstances
• Examine accounts in arrears and up-to-date accounts, identifying vulnerable customers, those experiencing hardship, or making complaints, and referring to specialists when needed
• Handle escalated calls, making decisions on the appropriate course of action
• Understand and accommodate customers' financial hardship timelines and make sustainable arrangements
• Communicate and monitor payment arrangements in line with policies and affordability
• Monitor Judgment / orders cases to ensure payments are made as ordered
• Provide accurate information timely, following company policies
• Identify customer needs and complete actions according to processes
• Manage and update relevant information on systems and databases
• Adhere to departmental and HRD processes and procedures
• Perform tasks within service levels and represent the organisation professionally
• Comply with regulations such as FCA, OFCOM, GDPR
• Operate on automated dialling systems
• Embrace policy changes and use initiative to achieve the best outcomes
• Achieve personal objectives and report risks proactively

Start date is targeted for 4th August 2025. Please apply promptly.

About You

Skills

• Excellent communication, empathy, and process challenge skills
• Ability to use initiative and work effectively in a team
• Experience in identifying vulnerability, complaints, or underlying issues
• Ability to adapt communication style to the customer or colleague
• Strong problem-solving and attention to detail
• IT skills and system learning ability
• Calmness under pressure and adaptability

Even if you don’t meet all criteria, we encourage you to apply. We value diversity and are excited to hear from passionate individuals. Further information is available in the downloadable Purpose and Performance Profile (PPP).

Working hours include Monday to Saturday with specific shifts, and we are flexible to accommodate your needs.

Inclusion and Benefits

As a Disability Confident Employer, we ensure accessibility in our recruitment. We offer generous holiday allowance, share save scheme, profit sharing, pension contributions, family-friendly policies, employee discounts, volunteering days, life assurance, and accident cover.

About Us

Be flexible

We promote flexible working arrangements to help you achieve work-life balance.

Be yourself

We embrace diversity and inclusion, encouraging you to be your whole self at work.

Be heard

Our People Forum and surveys ensure your voice is valued.

Be well

Access tools and resources for wellbeing, including digital GP, wellbeing team, and discounted gym memberships.

Be better

We support your development through personalized plans and learning opportunities.