Payment Support Officer

Hampshire Trust Bank Plc; City of London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading banking institution is seeking a Payment Support Officer to manage customer payment issues and support financial difficulties. The role involves regular customer interaction, compliance with regulations, and maintaining accurate records. Candidates should have experience in collections, strong communication skills, and a customer-oriented approach. This full-time position offers competitive benefits and a hybrid working model.

Benefits

Competitive remuneration

Discretionary annual bonus

Private Medical Insurance (Bupa)

25 days annual leave

Cycle to Work Scheme

Pension scheme – 8% employer contribution

Annual volunteering day

Qualifications

• Detail-oriented and customer-focused approach.
• Ability to manage missed payments effectively.
• Experience in mortgage collections is beneficial.

Responsibilities

• Act as the first contact point for payment issues.
• Manage missed payments and clear arrears quickly.
• Provide tailored support for financial difficulties.
• Maintain accurate customer records according to policy.

Skills

Experience in collections within an FCA-regulated organisation

Strong understanding of regulatory and legal requirements

Intermediate Microsoft Word and Excel skills

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

Education

GCSEs in English & Maths, Grade 4 or higher

Job description

Join to apply for the Payment Support Officer role at Hampshire Trust Bank

📍 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

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 (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

Risk & Conduct Responsibilities

• Comply with AML, financial crime, and Conduct Rules requirements
• Champion fair customer outcomes and Consumer Duty responsibilities
• Identify and elevate risks appropriately and in a timely manner
• Act with integrity, diligence, and openness in all interactions

Benefits

• Competitive remuneration
• Discretionary annual bonus
• Annual pay review
• Private Medical Insurance (Bupa)
• Mental health & wellbeing support via YuLife & 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)
• YuLife Rewards – discounts on retail, lifestyle & experiences
• 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industry

• Banking