Customer Support Officer (Financial Difficulties)

Honeycomb is delighted to partner with a respected and long-established banking organisation in Northern Ireland to recruit a Customer Services Advisor on a temporary contract, based in Dunmurry. This is an excellent opportunity to join a specialist banking team, supporting the recovery of outstanding unsecured debt while working with customers to find appropriate solutions to their financial circumstances.

This is a temporary role for 5 months, working Monday to Friday between 8:30am-4:30pm or 9:00am-5:00pm. This role will have the opportunity for hybrid working arrangements, once training is complete.

The Role

As part of the recoveries Team, you will manage customer accounts relating to personal loans, credit cards and overdrafts. You will engage directly with customers experiencing financial difficulty, assessing their circumstances, discussing repayment options and working towards sustainable recovery solutions.

Key Responsibilities

• Managing a portfolio of unsecured debt accounts, including personal loans, credit cards and overdrafts.

• Contacting customers through a dedicated debt collection system to discuss outstanding balances and agree appropriate repayment arrangements.

• Reviewing customer income and expenditure, assessing budgets and identifying affordable repayment solutions.

• Handling sensitive and challenging conversations with customers experiencing financial difficulties, demonstrating empathy while maintaining a commercial approach.

• Supporting accounts involving insolvency and other formal debt arrangements, ensuring appropriate processes are followed.

• Liaising with third-party debt charities and external collection agencies to coordinate customer support and debt recovery activity.

• Maintaining accurate account records and ensuring all customer interactions comply with regulatory requirements and internal policies.

About You

We're looking for a resilient and commercially aware individual who is confident managing challenging customer conversations and achieving positive outcomes. You'll have excellent communication skills, the ability to build rapport and the confidence to discuss sensitive financial circumstances while balancing customer needs with business recovery objectives.

Essential Criteria

• Previous experience in a customer-facing, collections, recoveries or financial services environment.

• Strong verbal communication and negotiation skills, with the confidence to manage challenging conversations.

• High levels of resilience and emotional intelligence when dealing with customers experiencing financial difficulty.

• Commercial awareness and the ability to work towards repayment and recovery outcomes.

• Strong organisational skills and the ability to manage a varied workload.

Desirable

• Previous experience within banking, debt collections or unsecured recoveries.

• Experience assessing customer income and expenditure and negotiating repayment arrangements.

• Knowledge of insolvency processes or working with third-party debt charities and collection agencies.

Why Apply?

This is an excellent opportunity to develop your experience within a specialist banking recoveries team, gaining exposure to unsecured lending, insolvency and debt management. You'll be joining an established organisation where you can make a real difference by helping customers navigate financial challenges while supporting effective debt recovery.

How to Apply

To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Louise Ward at the details provided.

If you have a disability, which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all.

Please note that due to the current climate, we can't contact candidates who are not meeting the specific requirements for this role. We are receiving an exceptionally high number of applications at present, which is not allowing us to call everyone individually. We thank you in advance for your understanding.