Customer Banking Agent
$27,032–$30,032 year
On-sitePreston, England, United Kingdom
Job Summary
Support customers with banking collections queries, including those in vulnerable or challenging circumstances, by providing clear, compliant, and empathetic guidance tailored to individual needs. Use online systems to accurately document account information, determine reasons for payment delinquency, and obtain payment commitments while ensuring regulatory compliance. Handle customer complaints with professionalism, investigate issues thoroughly, and resolve them fairly. Mentor team members to improve satisfaction metrics and identify signs of vulnerability to ensure customers receive appropriate support. Record interactions across multiple banking systems to maintain consistency and auditability. Complete a structured 6-week rotation training programme before transitioning to hybrid or full-time remote work options.
Required Qualifications
- Understanding of OFCOM & FCA regulatory requirements
- Strong communication and active listening skills
- Ability to engage sensitively with customers who may be vulnerable or experiencing financial difficulty
- A genuine commitment to delivering fair, respectful, and supportive customer outcomes
- The ability to work confidently within regulated processes, policies, and vulnerability guidelines
- Confidence using systems and technology to accurately record information and support customer needs
- A positive, resilient attitude with a willingness to learn and continuously develop your skills and knowledge
- A strong commitment to the role, including reliable attendance and punctuality
- Someone who is prepared to be coached, open to feedback, and comfortable with accountability to continuously improve performance and outcomes
- Excellent interpersonal and organisational skills
- Analytical, investigatory and problem-solving skills
- Highly effective verbal and written communication skills, to include a high standard of vocabulary & grammar
- Ability to demonstrate empathy and ownership of customer and their financial position and available options
- Telephone and computer literate
- The ability to work full-time in the office until the completion of the training programme (approximately 22 weeks)
Desired Qualifications
- Previous banking or contact centre experience
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