Payment Support Agent

Contract type: Permanent

Hours: Full-time, 35 hours

Location: Head Office, Nottingham (hybrid working, 2 days a week onsite)

Salary: £23,000

Here at the Nottingham Building Society we have an exciting opportunity for you to join the team as a Payment Support Agent. Enabling our customers to own their own home is at the heart of everything we do, but we also understand that sometimes life events happen, and our customers need information and support regarding their mortgage account and getting back on track.

We are signed up to the Mortgage Charter and therefore providing great service to our customers at times where they may need support is at the forefront of this role. You will be speaking to customers to identify where this extra care may be beneficial and offering options to reduce the possibility of missed payments in the future.

We are looking for a positive, engaging and understanding team member to support our customers by delivering an exceptional customer experience. This role suits someone with excellent customer service skills, high levels of empathy and the ability to work well in a small direct team.

Here’s a taste of what you will be doing as a Payment Support Agent–

• Proactively manage any accounts that may fall into arrears, assisting our members during their homeowning journey.
• Suggest payment solutions for those members who are experiencing difficulties and need further options.
• Regularly check in with our customers who are on a payment plan and work with them to ensure they have the support they require.
• Signposting customers to other avenues of support available to them.
• Listen with empathy, understanding that our customers are not ‘one size fits all’ and may need a tailored approach.
• Contribute to our learning culture through continuous personal development within your role. Ask questions, be curious and seek opportunities to learn more and build on your knowledge and experience.

About you: -

• You will be confident speaking to customers, understanding their needs and recommending appropriate plans to get them back on track.
• Ability to make decisions taking into consideration a number of different factors.
• You will work well as a team, the payment support team work hard together to deliver exceptional, empathetic service for our customers.
• The ability to build relationships will come naturally to you, whether this is internally with stakeholders across your team and the business or with our customers, every conversation is an opportunity to make a difference.

Reward & Benefits -  

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 25 days annual leave (increasing to 29 from January) plus bank holidays, holiday purchase scheme (buy up to 5 days per year) 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
• Flexible and hybrid working to encourage 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’re continually finding new ways to be kinder to the environment by reducing our carbon footprint
• We’re passionate 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 is our 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.