Payment Support Officer

Department: Property Operations - Specialist Mortgages

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.

• 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
• 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
• Comply with AML, financial crime, and Conduct Rules requirements
• Champion fair customer outcomes and Consumer Duty responsibilities
• Identify and escalatio
• Act with integrity, diligence, and openness in all interactions
• Competitive remuneration
• Discretionary annual bonus
• Annual pay review
• Private Medical Insurance (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)
• Interest-free season ticket loan

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.