Hampshire Trust Bank
Payment Support Officer - Mortgage collections
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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
- 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
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🎯 What We’re Looking For
- 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
- 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 escalate risks appropriately and in a timely manner
- Act with integrity, diligence, and openness in all interactions
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🎁 Benefits
- Competitive remuneration
- Discretionary annual bonus
- Annual pay review
- Private Medical Insurance (Bupa)
- Mental health & wellbeing support via 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)
- 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.
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