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Customer Banking Agent
Customer Banking Agent – Collections Banking
Location: Portway House, 1 The Pavilions, Preston, PR2 2YD, United Kingdom Full-time, Permanent
About the Role
Join our dynamic team at Lloyds Banking Group, where your supportive nature and excellent conversational skills will help guide customers toward financial health—way beyond a traditional collections role. You’ll manage inbound calls, engage with customers across diverse financial situations, and create personalised, affordable solutions to meet their needs.
This collections Banking Agent role offers a meaningful opportunity to support vulnerable customers while fostering long-term career growth in a structured, supportive, and regulated banking environment.
The Organisation & Culture
- Mission: Help customers make informed financial decisions while upholding fair, empathetic support.
- Development: Commitment to colleague growth through structured training programs, coaching, and clear career progression pathways.
- Flexibility: After completing approx. 22 weeks of training, you’ll have the option to work from home during your rotational shift pattern.
- Support: Ongoing mentorship and engagement in developmental opportunities.
Note: Core training (first 8 weeks) is essential—annual leave and leave requests (weeks 9–22) depend on business requirements.
What You’ll Be Doing
- Handling inbound collections queries, including complex cases involving vulnerable or difficult customers.
- Providing clear, compliant, empathetic guidance, tailored to each individual’s needs.
- Identifying signs of vulnerability and activating appropriate support measures to ensure fair outcomes.
- Resolving customer complaints with professionalism, Owenership to investigate thoroughly and ensure fair resolutions.
- Accurately recording interactions across banking systems to ensure transparency, auditability, and quality outcomes.
- Utilising systems confidently to support decision-making and resolve issues effectively.
- Balancing customer well-being with regulatory requirements while offering suitable options.
- Collaborating within a team-driven environment to drive positive customer experiences.
- Continuing professional development through ongoing learning on vulnerability, financial wellbeing, and banking products.
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What We’re Looking For
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Strong communication & active listening skills—with sensitivity to vulnerable customers in financial distress.
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Compassionate attitude, prioritising fair, respectful interactions and customer outcomes.
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Comfort working within regulated policies, vulnerability guidelines, and structured processes.
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Tech-savvy skills, including proficiency in banking systems to record actionable data effectively.
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Proactive mindset with resilience, teamwork, and a willingness to learn.
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Commitment to 100% attendance & punctuality, with a drive for self-improvement through coaching.
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Openness to receiving feedback and accountable for driving excellence in service outcomes.
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Previous experience in banking or contact centres is beneficial but not essential—full training and mentorship will be provided.
Career Progression & Development
At Lloyds Banking Group (LBG), your career progression is a priority. 20% of colleagues are currently on a progression plan toward roles such as:
- Coach
- Trainer
- Subject Matter Expert (SME)
- Team Manager
Supported initiatives: ✔ Structured learning program ✔ Coached on-the-job training ✔ Transparent pathways to support your individual goals
What You’ll Get
| Benefits | Details |
|---|---|
| OTE (On-Target Earnings) | Up to £30,032 (first 12 months), inclusive of performance bonuses. |
| Guaranteed Base Salary | £27,032 |
| Bonus Schemes | Additional £3,000 available via incentive programs. |
| Training & Development | Structured training with ongoing learning and support. |
| Flexible Work Options | Full-time in-office until training completion (~22 weeks); Limited hybrid role post-qualification. |
| Professional Growth | Permanent career progression opportunities across multiple roles. |
| Supportive Work Culture | Inclusive atmosphere where colleague wellness and ethical service are prioritised. |
| Working Environment | Trusted financial institution with a focus on genuine customer impact. |
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The Next Steps
- Apply Now → Complete our short application form.
- Video Interview → Screening chat with the recruitment team.
- Assessment Centre → (If successful) Hands-on evaluation in Preston.
Equal Opportunities & Inclusivity
We are Disability Confident and equal opportunities employers, committed to fair, barrier-free recruitment. If you require adjustments—such as alternative formats (large print/audio) or interview support (e.g., BSL interpreter access)—please email: reasonableadjustments@capita.com
For assistance via Access to Work (mental/physical condition support), enquire at: Access to Work portal
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