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Customer Support Officer - MF Collections
Paragon Banking Group Plc
Specialist UK bank offering savings and lending products, focused on mortgages and business finance.
24d ago
Junior (1-3 years)
Full Time
Solihull, England, United Kingdom
Office Full-Time
Company Size
1,400 Employees
Service Specialisms
Property Development
Real Estate Finance
Residential Mortgages
Buy-to-Let Mortgages
Commercial Mortgages
Savings Accounts
Investment Solutions
Business Banking
Sector Specialisms
Buy-to-Let Mortgages
Consumer Lending
Savings Products
Agriculture
Aviation
Construction
Commercial Lending
Role
What you would be doing
information management
forbearance arrangements
instruction interpretation
payment monitoring
debt recovery
payment plans
Manage, organise and update information on relevant computer systems
Agree and subsequently monitor forbearance arrangements with customers
Interpret customer’s instructions and action in accordance with departmental processes and procedures
Monitor judgment cases to ensure payments are made as ordered
Examine accounts in arrears, verify the elements, obtain instructions regarding their recovery and determine appropriate action
Deal empathetically with customers whilst questioning and probing to understand their circumstances
Adhering to agreed company regulation and legislation eg FCA, DPA, CONC, MCOB etc.
Communicate with customers in arrears to agree sustainable payment arrangements in line with affordability
Understanding forbearance options available to customers and working with them to understand their long-term intentions of repaying their loan balance
What you bring
adaptable
learns quickly
communicates well
problem solving
initiative
Ability to adapt to change and remain calm under pressure
Willing to learn new systems quickly using existing IT skills
Excellent communication skills
Demonstrate problem solving and analysis skills with attention to detail and accuracy
Ability to use own initiative and work within a team
Benefits
Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
Pension Plan: We contribute up to 10% of your annual salary towards your pension
Life Assurance and Personal Accident Cover
Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment
Volunteering Day: Contribute to causes you care about with one volunteering day per year
Profit Related Pay: We share some of our annual profit with our eligible employees
Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave
Operates since 1985 as National Home Loans Corporation.
FTSE 250-listed
Market Ranking
A fully integrated specialist bank listed on the FTSE 250.
£15B in loans
Managed Assets
Manages over £15 billion in loans across its lending segments.
£1.3B revenue
Annual Revenue
Reported over £1.3 billion in revenue in 2024.
Operates through two main segments: mortgage lending (primarily buy‑to‑let) and commercial lending including motor, development, SME and structured finance.
Has built a strong pipeline in buy‑to‑let and property development finance, recently driving notable loan growth.
Notable for limited motor finance exposure amidst broader sector risks, highlighting its prudent risk management.
Strong digital push with initiatives like the Spring savings app and enhanced buy‑to‑let mortgage platforms.
Culture + Values
To work together to ensure good outcomes for all our customers
To maintain the highest standards and deliver our products and services with care and accuracy
To be honest and open in everything we do
To ensure we have fun while achieving success!
To drive the business forward with determination and to do so with effort and enthusiasm
To identify and create new business opportunities and apply creative and effective solutions to problems
To work in harmony and collectively towards the delivery of our overall objective
To treat people as individuals and listen to their views
Environment + Sustainability
48% emissions reduction
Operational Emissions Reduction
Committed to reducing operational market-based emissions by 48% compared to the 2019 baseline by 2024.
95% renewable electricity
Renewable Energy Usage
95% of electricity is sourced from renewable sources, significantly reducing the carbon footprint of operations.
53.4% green lending
Sustainable Mortgage Lending
53.4% of new mortgage lending in 2024 was allocated to EPC-rated A–C properties, promoting energy efficiency.
£300M green funding
Green Homes Initiative Funding
Increased funding to £300 million in 2024 to support green initiatives, fostering sustainable living and energy efficiency.
Joined Bankers for Net Zero and committed to be net zero across operational footprint by 2030.
SME division funds green assets including solar panels, wind turbines, EV charging, heat pumps, and energy storage.
Issued £150 million Tier 2 Green Bond in March 2021 to finance EPC A–B residential real estate.
No environmental prosecutions or fines to date.
Inclusion & Diversity
40% Female
Senior Management Target
Aiming for 40% female representation in senior roles by 2025, up from 35% in 2022.
5% Minority
Senior Management Diversity
Targeting at least 5% representation from ethnic minority backgrounds in senior roles by 2027.
Established EDI Network in 2020 to support diverse talent and build inclusive workforce
Signed Race at Work Charter principles including board-level commitment and ethnicity data capture
Accredited Disability Confident employer: inclusive recruitment, interview, adjustments and support
Launched cross-company mentoring via 30% Club; founding member of Progress Together for socio‑economic diversity
Published annual Gender Pay Gap Report; no indication of unequal pay in similar roles, but men in higher-paid roles highlighted
Annual data collection on age, gender, ethnicity, sexual orientation, religion and disability to monitor diversity progress
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