Mortgage Support Administrator

3 weeks ago

Wallsend, United Kingdom Newcastle Building Society Full time

**About the Role**

As a Mortgage Support Administrator you’ll be the first contact for our vulnerable customers and you’ll make a real difference by getting to know them. Through speaking to our customers you’ll build a great rapport with them, demonstrating excellent listening and understanding skills in a conversational style, with no scripts.

If you enjoy a varied day then this may be the job for you. There is a lot of variety in this busy role where no two days are the same and there can be ever changing priorities but don’t worry as you will have the support of a hardworking, knowledgeable and experienced team

You will be responsible for a number of different administrative tasks on mortgage accounts, from taking payments over the phone to setting up direct debits and contacting customers with queries on their accounts and beyond.

There will be times where you you’ll will be picking up telephone queries and through conversation you’ll be able to identify the best colleague/person to deal with it fully. So although phones are part of the role you can expect most of your time to be taken up on your mortgage administration tasks.

You'll also have the chance to learn different aspects of a mortgage account and how they work.

Mortgage Admin and Support is an engaging and fun environment where your ideas are welcomed, as we strive to improve the way we work and develop the customer experience.

The operating hours of our Mortgage Support and Admin are between 8am and 6pm with no weekends

**About You**

We’d love to add a new colleague to the team who has a positive and proactive attitude towards customers.

Strong listening skills and the ability to empathise are equally as important.

You’ll have the chance to support vulnerable customers, acting quickly to ensure we provide first class service and support for those in challenging and complex circumstances. Therefore it’s a given that you’ll be great with people and have the natural ability to show empathy in difficult customer situations.

As a team player, you will enjoy working closely with your colleagues, ensuring as a team, that you deliver an outstanding customer experience.

We understand you may not have worked in financial services before and that’s OK, but the desire to learn and develop new skills will be important to us as you flourish in your new role. However having worked within a mortgage environment or being from an administrational and telephone background would be advantageous.

**About Us**

Mortgage Operations is responsible for managing our residential mortgage assets from initial enquiry through to redemption and supporting where customers find themselves in financial difficulty. We are committed to delivering excellent service and fair outcomes to all of our customers wherever they are in the mortgage cycle.

We are a growing team in an award winning environment. We believe in a great work life balance and a real commitment to connecting with our communities.

As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

- A 35-hour weekly contract + flexible working options
- 25/30 days holiday each year plus bank holidays
- Extra day holiday for your birthday
- Bonus scheme
- Pension scheme
- Free onsite gym
- Life assurance and income protection
- Access to a range of wellbeing benefits
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement
- The option to buy extra holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Hybrid working

**Upon starting a new role with us, we will ensure you are equipped with the correct tools and technologies to enable you to do your best work within your hybrid arrangement.**

**Salary**: £21,138.00-£24,320.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Yearly bonus

Ability to commute/relocate:

- Wallsend: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Wallsend

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