Customer Banking Agent

Banking Agent - Lloyds Banking Group (LBG) OTE Salary: £30,032 Hours: Monday–Friday: 8:00am–6:00pm Saturday: 9:00am–5:00pm (rota basis) The first 8 weeks of training are a critical phase, and we would encourage avoiding annual leave during this period. Any leave requests from week 9 to week 22 can be considered, subject to business approval. This will be a 6 week rotation and there is no option to choose a fixed shift line. 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. About the Role: 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. Job title: Customer Banking Agent Job Description: What You’ll Be Doing Supporting customers with a wide range of banking collections queries, including those who may be in vulnerable or challenging circumstances Using online systems to accurately document customer account information, adhering to data privacy legislation. Provides a first point of contact service resolution for the customer, educating customers on the alternative options available for the service being supported Providing clear, accurate, and professional guidance, tailored to individual customer needs Ensuring regulatory compliance In the case of collections activity, determines reason for customer payment delinquency and obtains payment commitment. More experienced Advisors will support the Team Leader by mentoring and supporting team members to improve customer satisfaction and efficiency metrics within the business area 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 What We’re Looking For Excellent interpersonal and organisational skills Analytical, investigatory and problem-solving skills Highly effective verbal and written communication skills, to include a high standard of vocabulary & grammar Ability to demonstrate empathy and ownership of customer and their financial position and available options available Telephone and computer literate. Understanding of OFCOM & FCA regulatory requirements is essential 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. Career Progression & Development At LBG, your development matters. We are proud of our strong internal progression culture , with around 20% of colleagues currently on a progression plan into roles such as: Coach Trainer Subject Matter Expert (SME) Team Manager You’ll be supported with structured learning, on‑the‑job coaching, and clear pathways to help you reach your career goals. What You’ll Get On‑Target Earnings (OTE) of up to £30,032 , including performance‑related bonuses in the first 12 months Guaranteed base salary of £27,032 Up to £3,000 available through a range of bonus schemes Structured training programme with ongoing learning and development support Clear progression opportunities across multiple career pathways A supportive, inclusive team environment within a trusted UK banking organisation A meaningful role where your work genuinely makes a difference to customers’ lives The opportunity to work from home once you have successfully completed the training programme (approximately 22 weeks). You will be required to work full‑time in the office until this point. What will happen next: Choose apply now to fill out our short application Your application will be reviewed by our recruitment team You will be invited to attend a video interview with a member of the recruitment team If you are successful at the first interview stage, you will be invited to attend an onsite assessment centre at our office in Preston. Location: Preston , United Kingdom Time Type: Full time Contract Type: Permanent