Intermediary Engagement Specialist

4 weeks ago

Newcastle upon Tyne, United Kingdom Belmont Green Finance Limited Full time

About us

Belmont Green provide mortgage solutions operating through its “Vida Homeloans” brand for Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our borrowers range from Buy to Let investors, to the self-employed and customers with multiple jobs. Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’.


We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems.


As a business with an aspiration to become a bank and grow over the coming years, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it.


As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments. Having met the target set by being a member of the HM Treasury Women in Finance Charter we have 50% of senior management roles filled by women.


With offices in Egham, London, and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK.


Our Culture

We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis.


We genuinely care about delivering the right outcomes for all of our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in.


By Joining Vida you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery.


We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do.


Role Overview:

At Vida Homeloans we are challenging traditional ways of thinking in order to provide the service that our customers want. The successful applicant will be a member of our New Business Operations V-Hub area, within Mortgage Operations and be passionate about delivering exceptional customer service and support to our Intermediary partners through telephony and email channels.


Key Responsibilities:

  • Support inbound calls from our Intermediary partners, actioning appropriately to achieve the right outcome.
  • Ensure an exceptionally high level of customer service is maintained on a daily basis.
  • Contribute ideas and feedback on how exceptional service can be delivered consistently across the V-hub
  • Maintain an up to date working knowledge of our products and policies to ensure the right information is provided first time.
  • Deliver operational KPI’s & targets.
  • Build successful relationships across the business, especially within Sales functions & wider V-Hub colleagues.
  • Ensure that all complaints are handled in accordance with our Complaints Handling Policy and Framework referring to appropriate departments as and when appropriate delivery of any changes to the system or processes.
  • Ensure responsibilities regarding Consumer Duty, the Prevention of Financial Crime (including AML, identification, and reporting of fraud) & responsible lending are carried out effectively and in accordance with the Company’s policies.
  • Deliver on promises.
  • Positively display the ‘Vida Values’ consistently.


Requirements:

Knowledge and Experience:

  • Proven track record of delivering excellent customer service in a call handling environment
  • Experience within the mortgage industry (desirable)
  • Working effectively and collaboratively in a remote-working team environment.
  • Proficient in telephony systems


Personal Qualities:

  • Excellent people and communication skills
  • Able to communicate in a constructive, friendly, and positive manner that demonstrates respect and sets an example to all.
  • An ability to work with ambiguity.
  • Organised & self-motivated individual.
  • Flexible approach to working practices, with the ability to multi-task.
  • Great problem solver and ability to remain calm under pressure.


Our Values

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day.


We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. We are:


Visionary - We innovate and break old habits, thinking big and pushing boundaries together as one team


Inclusive - We value each other’s differences and work to see people for who they really are


Dynamic - We are flexible and fast, cutting through complexity and never accepting second best


Authentic - We are honest and genuine, what you see is what you get


Benefits

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.

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