Payment Support Agent

The Nottingham; East Midlands; Hybrid; GBP 24,000; Full time

Job summary

A leading mutual organization is seeking a Payment Support Agent in Nottingham. This role involves managing mortgage accounts, resolving payment challenges, and providing tailored solutions to customers. The ideal candidate will have strong customer service and negotiation skills. This position offers a competitive salary, a hybrid working model, and a supportive culture focused on personal development.

Benefits

29 days annual leave plus bank holidays

Annual discretionary bonus scheme

Medicash healthcare scheme

Personal and professional development support

Volunteering opportunities with paid leave

Qualifications

• Familiar with FCA MCOB rules, particularly arrears handling.
• Proven experience in a payment support or collections environment.
• Skilled in identifying pre-arrears and potential payment issues.
• Strong communication, negotiation, and influencing skills.
• Proactive problem-solver capable of working autonomously.

Responsibilities

• Manage pre-arrears accounts to prevent payment issues.
• Support customers with tailored payment plans.
• Maintain contact to resolve ongoing arrears.
• Accurately update borrower records and submit reports.
• Handle secure card payments and ensure quality standards.

Skills

Customer service skills

Negotiation skills

Problem-solving skills

Job description

About The Role

Contract type: Permanent

Hours: Full-time, 35 hours

Location:Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Salary: £23,700 per annum

Application process:Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in applying, please contact [e-mail]

We're Hiring: 2 Payment Support Agents

As aPayment Support Agent, you'll work directly with Buy-to-Let, Commercial, and Residential customers to manage mortgage accounts facing, or at risk of, payment difficulties. You’ll support customers in arrears, developing tailored repayment solutions to minimise losses and maintain strong customer relationships.

We’re looking for individuals with excellent customer service, negotiation, and problem-solving skills to help resolve mortgage payment issues and drive successful outcomes.

Here’s a taste of what you will be doing as a Payment Support Agentat Nottingham Building Society: -

Manage pre-arrears accounts to prevent payment issues
Support customers in financial difficulty with realistic, tailored payment plans
Maintain regular contact to resolve ongoing arrears and minimise mortgage losses
Escalate cases where legal proceedings may be required
Accurately update borrower records and submit MI reports to relevant committees
Handle secure card payments and ensure all communication meets quality standards
Adhere to society policies and procedures, including Data Protection and Complaints
Deliver excellent service, understanding what this means in your role
Stay aware of operational and regulatory risks related to your work
Report potential risks as part of our Risk & Compliance framework

About you: -

• Familiar with FCA MCOB rules (particularly arrears handling and fees), Anti-Money Laundering regulations, debt management practices, and the mortgage repossession process (including LPA receivers)
  Proven experience in a payment support or collections environment, with the ability to work both independently and as part of a team.
• Skilled in identifying pre-arrears and potential payment issues early, and providing tailored repayment solutions.
• Confident inobtaining and evaluating financial information to make sound, balanced decisions.
• Strong communication, negotiation, and influencing skills—able to engage customers with empathy while maintaining a fair and firm approach.
  Strong understanding of the full mortgage lifecycle and various mortgage types (residential, commercial, company), including their regulatory status.
• Proactive problem-solver, capable of working autonomously within a regulatory framework to resolve complex customer situations.

Reward & Benefits -

A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicashhealthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
For all full-time roles we work a 35-hour working week to promote a work/life balance, we want you to be at your best inside and outside of work.
A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
A strong sustainability agenda – we’recontinually finding new ways to be kinder to the environment by reducing our carbon footprint.
We’repassionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
Your health and wellbeing isour priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About us: -

Togetherwe overcome barriers and shape brighter futures for our customers, colleagues and our communities.

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our colleagues, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.

About Us

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.