Job Description Summary
Banking Agent
Lloyds Banking Group (LBG)
OTE Salary: £30,032
Hours:
• Monday–Friday: 8:00am–6:00pm
• Saturday: 9:00am–5:00pm (rota basis)
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
Key information:
You will work 40 hours per week between 8am - 6pm, Monday - Friday and 9am-5pm Saturday on a rota basis.
Training period is approximately 4 weeks, and you will work 8:30am - 5pm Monday – Friday,
Learning academy following training lasts around 8 weeks where you will work between 8am - 6pm, Monday - Friday and 9am-5pm Saturday on a rota basis.
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
Providing clear, accurate, and professional guidance, tailored to individual customer needs
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
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.
Warrington
