Mortgage Accounts & Arrears Administrator

Job Description

Location:

Progressive Bldg Soc, Progressive House, 33-37 Wellington Place

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence. With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

This is an excellent opportunity to join our Mortgage Accounts & Arrears Team in a varied and rewarding role. You will carry out a range of customer support duties, primarily within our Collections/Arrears team, helping customers manage their monthly payments, dealing with queries about mortgage accounts, setting up and maintaining mortgage products, and offering practical solutions for customers facing financial pressure.

The successful candidate will bring a positive, can-do approach and a genuine commitment to delivering excellent service. This role would suit someone who enjoys working as part of a supportive team, takes pride in accuracy and organisation, and is motivated by helping customers achieve the best possible outcomes. Your working hours will be 9‑5 Monday to Friday, with occasional overtime may be required after 5pm and on a Saturday.

• Dealing with Society members, both borrowers and savers, regarding their accounts, by providing information and support in an efficient and friendly manner, making our members feel valued and supported.
• Provide information and guidance to borrowers who are in arrears or who are facing financial difficulties.
• Dealing with Society Branches and Teams, regarding the Society’s mortgage and savings processes and customer queries.
• Setting up payment arrangements and making changes to accounts.
• Assessing customers circumstances and ensuring we provide good member outcomes.
• Documenting and effectively communicating to our members.
• Answering Mortgage Intermediary and Solicitor queries.
• Providing assistance with mortgage and savings reporting requirements.
• Administration of new products.
• Ensure compliance with regulatory standards, mortgage and savings policies, procedures and guidelines.
• Achievement of minimum KPI Requirements and Targets.

• Delivering outstanding service in every interaction—listening carefully, communicating clearly and resolving queries efficiently, with conversations tailored to each member’s needs.
• Building trusted relationships and working collaboratively with members, mortgage intermediaries, solicitors and other third parties to ensure a smooth, joined‑up experience.
• Providing clear, accurate information on our products and processes, and making it easy for customers to understand their options and next steps.
• Taking ownership to find the right solution for our customers and branch teams—following through and keeping people informed until everything is resolved.
• Continuously developing strong product and service knowledge to confidently handle more complex queries and deliver right‑first‑time outcomes.

• Competitive salary
• Hybrid working model
• Annual KPI Bonus Scheme
• Excellent pension with up to 20% employer pension contribution
• Life Assurance Scheme Group Income Protection
• Health cash plan for money back on dental, optical costs etc
• Generous holidays - 25 days plus up to 12 Bank Holidays
• Holiday purchase scheme
• Opportunity to gain great exposure in supportive environment
• Excellent training and volunteering opportunities

Careers at Progressive We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work. We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies. This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and…