Customer Banking Agent

Capita

Customer Banking Agent role at Lloyds Banking Group providing empathetic support to clients facing financial difficulties. Engaging with and assisting customers through banking collections queries.

Posted 7/10/2026full-timePreston • 🇬🇧 United KingdomMid-LevelSenior💰 £27,032 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Positive AttitudeResilienceWillingness to LearnOpenness to FeedbackAccountability