Customer Banking Agent

Join our dynamic team based at Portway House, 1 The Pavilions, Preston, PR2 2YD
, where your supportive nature and excellent conversational skills will help guide Lloyds Banking Group customers on their journey to financial health! This isn’t your average collection’s role – you’ll be managing inbound calls, engaging with customers in various financial situations, and crafting personalised, affordable solutions to meet their needs.

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. Enjoy a flexible working journey – achieve your performance milestones and unlock hybrid working from month 4, with the opportunity to work from home full-time by month 6.

The first 8 weeks of training are critical, so annual leave is not recommended during this period. Leave requests from weeks 9–22 may be considered, subject to business needs. Ongoing support and coaching to help you succeed and grow in your role. Rotational shift pattern on a 6-week cycle (fixed shift lines are not available).

• Supporting customers with a wide range of banking collections queries, including those who may be in vulnerable or challenging circumstances
• Providing clear, accurate, and professional guidance, tailored to individual customer needs
• 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

• 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 strong commitment to the role, including reliable attendance and punctuality, recognising the importance of consistent customer support and actively engaging in your own development journey through training, coaching, and learning opportunities
• Someone who is prepared to be coached, open to feedback, and comfortable with accountability to continuously improve performance and outcomes

Previous banking or contact centre experience is beneficial but not essential – full training will be provided, including support around identifying vulnerability and delivering appropriate customer care.

Role

• Coach
• Trainer
• Subject Matter Expert (SME)
• Team Manager

You’ll be supported with…