Payment Support Officer

Hampshire Trust Bank; City of Westminster; Hybrid; GBP 28,000 - 35,000; Full time

Job summary

A financial services provider in the UK is seeking a detail-oriented Payment Support Officer to join the Specialist Mortgages Operations team. This role is crucial for assisting customers experiencing payment issues and managing arrears effectively. Candidates should possess experience in collections within an FCA-regulated environment, a strong understanding of compliance, and excellent communication skills. The position offers competitive remuneration, discretionary bonuses, and hybrid working arrangements.

Benefits

Competitive remuneration

Discretionary annual bonus

Private Medical Insurance (Bupa)

25 days annual leave

Pension scheme - 8% employer contribution

Qualifications

• Experience in collections within an FCA-regulated organisation.
• Strong understanding of regulatory and legal requirements.
• Good standard of education with GCSEs.

Responsibilities

• Act as the first contact point for customers regarding payment issues.
• Manage missed payments and contact customers per agreed strategies.
• Create reports for the Business Support team.

Skills

Collections experience in FCA-regulated organisation

Strong understanding of regulatory and legal requirements

Intermediate Microsoft Word skills

Intermediate Excel skills

Exceptional organisation skills

Strong communication skills

Risk awareness

Attention to detail

Team player

Education

GCSEs in English & Maths, Grade 4 or higher

Job description

We're looking for a detail-oriented and customer-focused Payment Support Officer to join our Specialist Mortgages Operations team. As the first point of contact for customers experiencing payment issues, you'll play a vital role in managing arrears, supporting customers in financial difficulty, and ensuring fair outcomes in line with regulatory standards.,

Responsibilities

• Act as the first contact point for customers or their representatives regarding payment issues
• Manage missed payments, making initial contact in line with agreed strategies
• Work with customers to clear arrears quickly, offering alternative payment methods where needed
• Identify cases of financial difficulty and provide tailored support and payment plans
• Maintain regular contact with customers in shortfall, escalating cases where necessary
• Create trigger and referral reports for the Business Support team
• Manage pre-arrears and early warning cases in line with policy requirements
• Maintain accurate customer records and apply correct forbearance flags
• Obtain and maintain mandate to authorise early forbearance arrangements

Qualifications

• Experience in collections within an FCA-regulated organisation
• Strong understanding of regulatory and legal requirements
• Intermediate Microsoft Word and Excel skills
• Experience in mortgage collections (beneficial but not essential)
• Good standard of education (GCSEs in English & Maths, Grade 4 or higher)
• Exceptional organisation and time management skills
• Customer-centric approach with strong communication skills
• Risk awareness and attention to detail
• Team player with a proactive mindset

Risk & Conduct Responsibilities

• Comply with AML, financial crime, and Conduct Rules requirements
• Champion fair customer outcomes and Consumer Duty responsibilities
• Identify and elevate risks appropriately and in a timely manner
• Act with integrity, diligence, and openness in all interactions

Benefits

• Competitive remuneration
• Discretionary annual bonus
• Annual pay review
• Private Medical Insurance (Bupa)
• Mental health & wellbeing support via YuLife & Bupa
• 25 days annual leave (increasing with service) + Holiday Buy Scheme
• Cycle to Work Scheme & Green Car Scheme
• Enhanced family leave policies
• Study support & professional membership
• Hybrid working (where applicable)
• YuLife Rewards - discounts on retail, lifestyle & experiences
• Pension scheme - 8% employer contribution (non-contributory)
• Interest-free season ticket loan
• Annual volunteering day & Net Zero employer commitment

If you're ready to become a subject matter expert in arrears management and help deliver positive outcomes for customers, we'd love to hear from you.