Job Description

Customer Support Team Member (Mortgage & Savings Support Services)
Who are We
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.
As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.
If you are seeking the opportunity of blended home and office working in an exciting new role then we would love to hear from you. Upon successful completion of your training/probation period, we can offer you 2 days in the office with the remainder in the office or at home at your discretion.
About the role
To carry out various Customer Support duties, primarily working in our Mortgage & Savings Support Services team.
Role Specific Tasks
To work within the Society's Mortgage & Savings Accounts Team to provide an excellent service to customers wishing to make changes to their accounts, product set up, processing product transfers, monitoring savings and mortgage accounts, producing savings documentation, and various other administrative duties;
This role will be primarily based in Savings and involve processing new and existing savings accounts received from customers and branches, deceased customer procedures, various savings accounts enquiries, including regular reporting ISA transfers and administration;
This role will also include working with mortgage accounts in the processing of redemptions, capital repayments, direct debit set up and processing forbearance arrangements;
In addition to this the job role involves providing excellent customer support through communication with our customers, processing and administration of service requests;
The role will involve dealing regularly with customer enquiries and working closely with our branch teams and management, through multi-channel communication. The role will provide ongoing customer support service to our customers who engage through our online portal.
What's on offer?
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
As part of our recruitment process, successful applicants will be subject to our pre-employment checks. These include credit checks and criminal record checks (Access NI basic check through a responsible body).
About the company
First and foremost, Progressive is a local organisation for local people. Founded in 1914, we put you at the heart of everything we do. We're a building society rather than a bank, so you can count on us to always put our customers' needs first.
Required Criteria

• Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
• High degree of accuracy of data input and attention to detail
• 2 year's customer service experience
• Strong MS Office and IT skills
• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

• Previous experience working in a financial environment
• Telephony experience

• Answering Customer Questions
• Establishing Rapport With Clients
• Ability to Use Positive Language
• Data Entry and Basic Computer Skills
• Ability to Identify and Anticipate needs