Mortgage Operations Agent

3 weeks ago

Plymouth, United Kingdom Capita Full time

Capita are looking for customer driven and enthusiastic people to join our team as a Mortgage Operations Agents on a permanent basis in Plymouth.

A fantastic, full training programme is provided, making this a great first step into your career within Financial Services As long as you have a passion for helping people and a great customer focused attitude, we will train you on all aspects of the mortgage industry.

You'll be working as part of the Mortgage Operations team and will be responsible for assisting customers with queries and general administration of their Mortgage account mainly via telephone, providing a high level of customer service in line with regulatory requirements. You will also have the opportunity to work on complex cases, as well as having the satisfaction and rewards of helping customers who might be having payment difficulties.

This represents a great opportunity for someone with good experience in customer services (e.g. banking, retail, sales, etc.) or a contact centre environment to move into a career within the regulated Financial Services industry. If you are a passionate individual with customer service experience and you’re motivated to learn a technical role, we’d love to hear from you. You’ll be hungry to learn and develop, as there will be plenty of market-leading training.

The role will be based out of our central Plymouth office (close to the train station), and you will be working on a rotating shift pattern of 37.5 hours per week, covering the hours of 8am to 8pm Monday to Friday, and 8am to 1pm on a Saturday (though if you work a Saturday shift you will get a rota’d day off during the week to compensate). In the future, we are investing in new systems that could potentially allow some hybrid working once you’re fully competent in the role.

Capita is an equal opportunity and disability confident employer.

**Job title**:
Mortgage Operations Agent

**What will you deliver?**
- Respond to inbound calls and make outbound telephone calls for customers. This will include manual and auto/predictive dialler activities.
- Handle standard queries and specialist enquiries where appropriate.
- Identify vulnerable customers, showing empathy & considering referral to the vulnerable team.
- Providing a superb level of customer service.
- Operating effectively within a wider Mortgage operations team.
- Discussing features of customers’ Mortgages within the documented processes.

**What can we offer you?**

In this role, you will be given fantastic training and development for your career in financial services. You will also be given the following:

- A starting salary between £22,000 and £26,500 (based on relevant experience) - once competent in the role you will have regular performance and salary reviews (every 6 months) with the opportunity to increase your earnings with experience.
- 23 day’s holidays plus Bank holidays (increasing with tenure).
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave and plenty more.
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.

**What are we looking for?**
- A passion for helping people.
- Experience in working in a customer-based environment, with customer service experience.
- Experience of developing strong customer relationships.
- Confident in using multiple computer systems.
- A professional attitude.
- Excellent communication skills both written and verbal.

**About Capita Financial Services**
- At Financial Services, we’re transforming the world of mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of financial services. _

**What’s Next?**

**Equal Opportunities**

**Location**:
Plymouth
,

United Kingdom

**Time Type**:
Full time

**Contract Type**:
Permanent

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