Role Purpose
A Senior Payment Support Advisor acts as the primary escalation point for complex early-arrears customer cases, providing expert case management, regulatory oversight, coaching, quality guidance, and support to ensure compliance and positive customer outcomes..
Minimum Qualifications
Experience Required
- Experience: 3+ years in premium customer service, advanced collections, or specialist vulnerability roles. Contact centre experience strongly preferred.
- Regulatory & Policy Knowledge: Strong working knowledge of vulnerability frameworks, consumer duty standards, and priority services registers.
- Financial & Analytical Acumen: Proven ability to conduct complex income and expenditure assessments and negotiate non-standard repayment arrangements.
- Coaching & Influence: Demonstrable experience as a subject matter expert, peer coach, or floor-walker in a contact ...