Customer & Broker Support Team Member

6 months ago

Belfast, United Kingdom Progressive Building Society Full time

**Who are we?**

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners.** **Supported by a** **strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

**What will you be doing?**

You will work in a high performing team to receive and resolve Customer and Mortgage Intermediary queries relating to our mortgage and savings products and our online services. A professional telephone manner and strong communication skills are a must as this is a fast-paced environment as you will be handling a high volume of calls for the Society.

**About The Role**

**Key Duties**
- You’ll provide excellent customer service to our Customers and Mortgage Intermediaries, using our online Portal for mortgage and savings.
- Dealing with queries in relation to new and existing mortgage and savings accounts.
- Making a positive impact during every customer interaction, efficiently and effectively having the right conversations to meet our customer’s needs.
- Valuing the opportunity to help and support our customers by providing information on our products and services.
- Responding to queries within our Service Level Agreements using appropriate channels.
- Keeping accurate records on queries, discussions and agreements including notes on our internal systems.
- Maintain a detailed knowledge of our products, procedures, policies and services.

**Key Benefits**
- Competitive salary
- Hybrid working model
- Annual KPI Bonus Scheme
- Excellent pension with up to 20% employer pension contribution
- Life Assurance Scheme
- Group Income Protection
- Health cash plan for money back on dental, optical costs etc
- Generous holidays - 25 days plus up to 12 Bank Holidays
- Extra day off for your birthday
- Holiday purchase scheme
- Opportunity to gain great exposure in supportive environment
- Excellent training and volunteering opportunities

**Required Criteria**
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
- Current work experience in a customer service role involving administrative tasks (minimum 2 continuous years)
- IT literate and proficient in the use of Microsoft Office with the ability to also navigate different systems whilst processing customer information
- Experience of resolving customer queries
- Ability to use initiative, work under pressure, manage workload & meet deadlines
- Excellent interpersonal and organisational skills
- Strong communication skills including written ability
- Strong analytical and problem-solving skills
- Work well independently and as part of a team

**Desired Criteria**
- Experience of supporting customers with queries relating to online platforms

**Skills Needed**

Answering Customer Questions, Establishing Rapport With Clients, Ability to Use Positive Language, Data Entry and Basic Computer Skills, Ability to Identify and Anticipate needs

**About The Company**

Careers at Progressive

We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work.

We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies.

This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland.

**Company Culture**

To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast paced financial services industry. Outlined below are a list of the reasons why we feel Progressive is a great place to work:
We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork.

We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success.

We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members’ lives.

We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments.

**Company Benefits**

We offer our staff competitive employment conditions and a range of benefits designed to achieve high levels of staff engagement and job satisfaction.

We understand that by taking steps to positively enhance the well-being of o

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