Customer Operations Executive

6 months ago

Cardiff, United Kingdom Interbridge Mortgages Ltd Full time

**About us**

Interbridge Mortgages are an expert-led start-up Financial Services firm, with the aim to become the UK’s leading specialist Second charge lender of choice for brokers and customers.

At Interbridge we’re a small team with a big heart. If you like to roll up your sleeves and make a difference to where you work, then you’re in the right place. We are looking for colleagues to join us who share our passion for helping brokers and customers, who are dynamic and can be trusted to get the job done.

The Interbridge approach is simple
- **Customer First **- finding solutions and satisfying customer needs is our reason for being, we are here to do the right thing for our customers and for each other too
- **A passion for exemplary service **- Intermediaries and customers sit at the heart of our business and deserve the very best
- **Trust and belonging **- building a business environment where colleagues can be themselves, grow and thrive in an open, inclusive and trusting environment

We are currently recruiting for a **Customer Operations Executive **to join the team. They will be the first point of contact and take ownership of our customer experience and ensure that we provide a market leading, best-in-class service to our customers.

**Key Responsibilities**:

- Providing fair outcomes and a positive Customer experience
- Ability to accurately assess and manage risks associated with Customers experiencing both financial difficulty and vulnerability
- Ensuring detailed and accurate Customer records are kept and updated
- Ability to positively contribute to the team with suggestions for process improvement and ways to enhance Customer satisfaction
- Ability to demonstrate excellent written and oral communication and using those skills in servicing Customers in an omni-channel working environment.
- Ensuring all forms of communications are professional, clear, fair and not misleading
- Ability to deal with 3rd Parties, responding to queries and requests in a timely manner

**Skills and Experience**:

- FCA Conduct Rules
- ICO Requirements
- Fraud Awareness
- Secured Product experience (either 1st/2nd Charge)
- Experience of regulated Financial Services/ Servicing & Collections
- Computer literacy - CRM (Salesforce) and Microsoft Office

**Person Specification**:

- A driven and committed individual
- A real passion for supporting customers with a best-in-class service and helping them achieve positive outcomes

If our approach resonates with you, and you have previous experience of working in financial services we would like to hear from you.

Please be aware that we work in a hybrid manner, with a minimum of 60% of your time based in the office, however during the initial training period you will be required to have a full office presence to facilitate training, learning and collaboration with the rest of the team.

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Company events
- Company pension
- Life insurance
- Private medical insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Ability to Commute:

- Cardiff, CF10 3ZF (required)

Ability to Relocate:

- Cardiff, CF10 3ZF: Relocate before starting work (required)

Work Location: Hybrid remote in Cardiff, CF10 3ZF

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