Mortgage Payment Support Adviser

Specialist Admin

Ref: 1424Tuesday 23 November 2021

Role: Mortgage Payment Support Adviser

Location: Newbury

Hours: 35 hours a week, 9am – 5pm Mon – Fri.

Salary Range: £21,641 - £24,045 plus a range of benefits including performance related pay and free employee assistance programme.


Every employer is not the same - who you work for and what that environment looks like is the difference between any job and a great job. 

At Newbury Building Society, they really do believe they are different, and we would like to tell you why before we tell you about the job.

•             They are a mutual - owned by the everyday people that save and borrow with them

•             They work hard to continually enhance the customer experience

•             They are committed to ongoing personal development

•             They provide a good work/life balance for employees 

•             They are committed to giving back to the community, supporting local charity and community projects both with time and financially.

•             They are recent winners of awards for the customer commitment and products


If you are a confident and positive communicator with a genuine passion for customers, you could be ready to take on this busy and exciting opportunity. 

Working as part of a small and dedicated team, your impartial and professional attitude will be used to help external customers facing financial difficulties. 

The role provides the opportunity to develop knowledge about mortgages and specialist mortgage schemes, whilst learning from your supportive colleagues with practical, hands-on experience.


The key responsibilities of the role are to:

  • Work closely with and support our customers to ensure the best possible outcome, during potential financial difficulties and vulnerability.
  • Assess their personal and financial circumstances, offering individual solutions to help customers remain in their home, whilst protecting and balancing the financial interests of the business.
  • Regularly review the repayment strategy for interest-only mortgages, to confirm customers can repay their mortgage at the end of their term and provide additional support and guidance when needed.
  • Administer accounts for customers approaching the end of their mortgage term to ensure their mortgage is repaid on time.
  • You should be willing to study for a recognised qualification in credit and collections management, to boost your understanding of the credit industry.


How you will do this:


  • Engage with our customers and third parties, taking opportunities to think of creative and tailored arrangements, using your initiative to make decisions.
  • Work to high but achievable standards, seeking opportunities to improve mutually beneficial process and outcomes.
  • Handle change and juggle multiple demands, adapting to new situations with enthusiasm
  • Listen, be empathetic and adapt your approach to build effective relationships with customers and colleagues. 
  • Identify, assess, and control potential risks in day-to-day conduct activities.



Essential Criteria:

  • Excellent verbal and written communication skills
  • Good working knowledge of Microsoft: Outlook, Excel, & Word
  • Customer Service experience face to face or telephone
  • Qualified to GCSE Maths and English level 4 or equivalent


Desirable Criteria:

  • Experience of mortgage arrears administration or debt counselling
  • Level 2 Certificate in Chartered Institute of Credit Management in Credit & Collections
  • Level 3 Certificate in Consumer Debt Collection (Cert DC)