Payment Support Officer - Mortgage collections

Location: Head Office, London

Hours: Monday to Friday, 9:00am-5:30pm

Working Pattern: Hybrid (50/50)

Reports to: Payment Support Team Leader

Department: Property Operations - Specialist Mortgages

About the Role

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.

Key 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