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Mortgage Customer Support

6 months ago

Leeds, United Kingdom Pure Retirement Full time

**Reports To**:
Customer Account Team Manager

**Location**:
Thorpe Park, Leeds 15

**Hours of Work**:
37.5 hours per week, core hours will be 8.45am - 5:00pm with 45 mins lunch.

Part time hours will be considered.

Due to business needs this role will be a hybrid of office and home working with a minimum of 2 days in the office each week, with the flexibility to increase to a maximum of 3 days as required for training.

**Benefits**:

- 25 days holiday with the option to buy or sell up to 5 days holiday per year
- Birthday off
- Monthly bonus scheme
- Cash healthcare plan
- Auto enrolment pension scheme
- Learning & Development programme
- Life assurance
- Flexible working options
- Volunteering days
- Bike to work scheme
- Gym discounts

**The Role**:
**Overview**:
To support the Customer Account Servicing Department to deliver first class customer service.

**Key Outputs**:
Assisting the Customer Account Servicing Department in telephony administration duties including:

- Taking inbound calls from customers, solicitors, brokers, third parties, executors etc
- Establishing the reason for the call and deciding on the appropriate resolution
- Refer customers that have wider complex queries to the specialists within the relevant teams, ensuring full handover process is adhered to guaranteeing a seamless Customer Journey
- Complete customer security and identification checks prior to discussing and disclosing confidential information.
- Ensure accurate case notes are updated for each enquiry.
- Provide a friendly, efficient, and accurate telephone service to all customer enquiries about their existing Mortgage.
- Manage customer accounts post completion to ensure the property is occupied as part of our mortgage terms and conditions.
- Manage redemption statement requests from customers/solicitors & authorised third parties.
- Assist customers requesting further drawdown borrowing.
- Always deliver exceptional customer service over the phone
- Other ad hoc administrative duties as required.
- To comply with company standards and policies, e.g., Data Protection, Financial Crime, Treating Customers Fairly, Complaints Procedure etc.

**The Person**:
**Overview**:

- A presentable and organised individual with a keen work ethic.
- An excellent communicator, able to deal with customers and colleagues in a professional manner which is confident, open, and honest.
- Proactive, self-motivated, and positive approach to work
- A passion and drive to achieve excellent customer service.

**Skills & Experience**:
**Mandatory**:

- Experience of working with customers/third parties delivering exceptional service
- Excellent communication and relationship building skills
- Highly organised with strong attention to detail
- Ability to multi-task in a fast-paced environment
- A keen work ethic committed and customer focused approach.
- Confidence to facilitate sensitive conversations and the ability to empathise with different customer situations including vulnerable customers.

**Desirable**:

- Previous experience of working in an administrative role

**Qualifications**:
**Mandatory**:

- GCSE (or equivalent) Maths and English grade C or above