Mortgage Customer Service Representative

6 months ago

Bradford, United Kingdom Yorkshire Building Society Full time

An exciting opportunity has arisen to join the Direct Mortgages Team based in our busy Bradford contact centre

**About the Role**

As a Mortgage Customer Service Representative, you’ll be the first point of contact in our telephony team taking inbound calls from our new and existing mortgage customers. Our purpose is to deliver 'Real help with Real lives' and you will be instrumental in ensuring our customers experience the best mortgage journey. You will join a dynamic team in an evolving environment, where every call is an opportunity to deliver our purpose.

The role responsibilities will include:

- Supporting new and existing customers through a variety of channels e.g. telephony & digital.
- Handling a variety of scenarios from our customers, which may include providing help to purchase their first home or assisting existing customers who are looking to secure a new rate.
- Completing full eligibility and affordability checks and working collaboratively with our Mortgage Advisors to ensure we deliver a seamless customer journey.

Career development is important to us which is why we are proud to have supported many of our colleagues in their own personal development journeys. This could be an opportunity to develop within the business or the department. For example, we have supported many of our Mortgage Customer Service Representatives through the CeMAP qualification, who are now successful Mortgage Advisers.

**Please Note: This role is mainly office based,** hybrid working can be offered once full competent in the role, however you will be expected to be in the office 2-3 days a week. **Please be aware that your full training period will require full time attendance in the office.
**About You**

We are looking for passionate individuals who are committed to delivering an exceptional customer service. You will be working in a fast-paced environment; therefore the successful applicant will need to have the ability to work in an agile manner.

You will also need to have:

- Previous experience of working in a telephony-based environment or ability to demonstrate telephony skills.
- Excellent verbal and listening skills
- Previous experience of building positive relationships with colleagues and customers.
- Knowledge of Microsoft systems.

**About Us**

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

**Flexibility.** We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.

**Development.** We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

**Inclusivity.** We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

**About our Benefits**

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

- **
Holiday.** You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- ** Bonus.** We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.
- **Pension.** We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
- **Healthcare.** Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- **My Benefits.** When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts

**Ready to apply?**

Please note: This role is known internally as: Customer Service Representative

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