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Customer Service Operative

4 months ago

Fleet, United Kingdom CHL Mortgages Full time

**Description**:
The Customer Service Operative will be working within a busy mortgage servicing team to service the needs of customers over a mortgage portfolio loan book of both residential and buy to let mortgages. The Customer Service Operative will manage and deal with all aspects of post completion activities and processes relating to existing residential and buy to let mortgages. To handle borrowers’ queries both by telephone and in writing in line with company policies and procedures with consistent accuracy and within agreed timescales.

The role will be full time office based for training and probation, following successful completion we can offer hybrid working to suit (Max 3 days home work 2 office based). This is a 12 month fixed term contract with the potential for it to be extended until September 2024 and to go perm in the future but this is not guarenteed.

**Key Responsibilities**:

- Provide a prompt and comprehensive telephone response to all customer queries
- Provide a prompt reply to all written customer correspondence
- Communicate with the customer in a manner that is fair, clear and not misleading
- Take ownership of any queries that arise and sure these are investigated. Refer queries that arise and ensure these are investigated. Refer queries as appropriate and sure all queries are placed with the correct department
- Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
- Identify a possible complaint case and strive to satisfy customer grievances promptly
- Liaise with other departments within the Company to ensure optimum service for the borrower and to minimise risk for the Company
- Demonstrate flexibility and adapt to changing priorities
- Evaluate the current work processes and procedures and look for improvements
- Adhere to all 3rd party servicing agreements to avoid financial penalties
- Observe proper standards of market conduct

**Skills Knowledge and Expertise**:

- Proven customer service skill (essential)
- Previous experience of working within a mortgage servicing or lending environment (desirable)
- Experince working in high volume call environment
- Ability to multi task whilst maintaining accuracy
- You will be self-motivated and driven to achieve results
- Good standard of education
- Ability to communicate effectively both verbally and in writing with both clients, customers and internal staff.

**Benefits**:

- 25 days holiday per annum
- Up to 15% annual discretionary bonus based on performance
- Company pension scheme - up to 9% company contribution
- 1 x Paid charity days
- Long service awards and extra holiday
- Healthcare cash plan
- Life assurance cover x 4
- Online discounts and gym memberships
- Enhanced paternity and maternity pay
- Access to Smart Hive by Bravo Benefits giving you full access to all your benefits + additional discounts

**About CHL Mortgages**:
CHL Group provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. The CHL Group consists of 3 companies, CHL Mortgages, CHL Mortgages for Intermediaries and Landmark Mortgages. We have vast experience in the UK mortgage market encompassing a range of services. We currently service c.30,000 of mortgage assets on behalf of third-party clients and manage several standby contracts for mortgage and bridging finance clients.

Founded in 1990 CHL Group has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. We have grown to become one of the market leaders in specialist mortgages and the Buy-to-Let markets.

We are always on the lookout for talented, dedicated and motivated colleagues to drive the business forward and provide the best outcomes for our clients, investors and customers. We provide an excellent benefit package, competitive salary and excellent work environments where colleagues can learn, develop and progress