Mortgage Support Agent

5 days ago

West Bromwich, United Kingdom Kind Consultancy Ltd Full time

Kind Consultancy is working with a well-established Retail Financial Services business which is currently seeking a Mortgage Support Agent to join them in a permanent role based in their West Midlands offices, with a hybrid working model. The position willinitially pay £21,500 with an increase to £22,000 after successfully completing a probationary period.
The Mortgage Support Agent will support mortgage and secured loan customers who are experiencing financial challenges, with key responsibilities including:

- Contacting customers who have missed mortgage or loan payments to build an understand their circumstances and provide them with options to achieve fair outcomes;
- Accurately gathering and recording information relating to customer’s circumstances and contact;
- Maintaining regular contact with customers to understand any changes in their circumstances and needs;
- Writing accurate, tailored communications to customers in line with the organisation’s tone of voice guidelines;
- Identifying, recording and managing the needs of customers in vulnerable situations;
- Operating within mandate levels, ensuring any cases referred to a higher mandated colleague are accurate and complete
- Maintaining technical system, policy and procedural knowledge;
- Signposting customers to appropriate organisations for support and guidance;
- Dealing empathetically with customers;
- Escalating any operational, conduct and information risks identified.
- Has at least two years frontline customer service experience.
- Has a track record of demonstrating focus, determination and passion to achieve fair customer outcomes;
- Is competent in Microsoft Word (essential) and Excel (desirable)
- Is a strong empathiser with excellent telephone handling skills and a particular ability to explain technical information to customers in a way that is easy to understand;
- Is tactful and diplomatic, with the ability to adapt approach and personal style when communicating with customers and colleagues;
- Demonstrates an excellent standard of written communication, both with internal colleagues and external customers;
- Has consistently excellent attention to detail
- Is able to interpret and analyse technical mortgage and loan account information;
- Possesses the ability to prioritise workloads taking into account customer and business needs whilst meeting deadlines.
- Holds a minimum of GCSE Grade C Maths and English (or equivalent)

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