Customer Banking Agent

Banking Agent – Lloyds Banking Group

OTE Salary: £30,032.

Hours:

Monday–Friday: 8:00am–6:00pm;
Saturday: 9:00am–5:00pm (rota basis). The first 8 weeks of training are a critical phase, and we encourage avoiding annual leave during this period. Leave requests from week9 to week
22 can be considered subject to business approval. This will be a 6‑week rotation and there is no option to choose a fixed shift line. Enjoy a flexible working journey – achieve your performance milestones and unlock hybrid working from month4, with the opportunity to work from home full‑time by month
6.

Location:

Warrington, United Kingdom. Time type:
Full‑time. Contract type:
Permanent.

We’re looking for motivated, collections Banking Agents to join Lloyds Banking Group. In this role, you’ll play a vital part in supporting customers who may be experiencing vulnerability or financial difficulty. You’ll provide clear, compliant, and empathetic support, ensuring customers receive fair outcomes and feel understood at every stage of their journey. By listening carefully, identifying individual needs, and applying appropriate support measures, you’ll help customers make informed decisions about their finances.

This is a fantastic opportunity to build a long‑term career in financial services, whether you’re bringing existing experience or taking your next step within a structured, supportive, and well‑regulated banking environment that prioritises colleague development and customer wellbeing.

• Supporting customers with a wide range of banking collections queries, including those who may be in vulnerable or challenging circumstances.
• Using online systems to accurately document customer account information, adhering to data privacy legislation.
• Providing a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported.
• Providing clear, accurate, and professional guidance, tailored to individual customer needs.
• Ensuring regulatory compliance.
• In collection activities, determining the reason for customer payment delinquency and obtaining a payment commitment.
• More experienced advisors support the team leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics.
• Identifying signs of vulnerability and taking appropriate action to ensure customers receive the right support.
• Handling customer complaints with care and professionalism, taking ownership to investigate issues thoroughly and resolve them fairly and effectively.
• Accurately recording customer interactions, actions, and decisions across multiple banking systems to ensure consistency, auditability, and quality outcomes.
• Using systems and processes confidently to support decision making and ensure the right outcome is delivered first time.
• Offering suitable solutions while balancing customer wellbeing with regulatory and risk requirements.
• Working collaboratively within a supportive, high‑performing team to deliver positive outcomes.
• Developing your understanding of vulnerability, financial wellbeing, and banking products through ongoing learning and training.

• Excellent interpersonal and organisational skills.
• Analytical, investigatory and problem‑solving skills.
• Highly effective verbal and written communication skills, including 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.
• Understanding of OFCOM & FCA regulatory requirements is essential.
• Strong communication and active listening skills, with the 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…