Mortgage Support Apprentice

6 months ago


Wallsend, United Kingdom Newcastle Building Society Full time

About the Role

Interested in a career in Mortgages? Would you like to earn while you learn? Gain a qualification without having to fork out a fortune or rack up a load of debt? We have an exciting new opportunity to join us this September within our Mortgage Support Team.

As a Platinum Investors In People accredited organisation, colleague experience is at the heart of our approach. We believe our Society has a unique purpose and special culture and we are committed to being a great place to work where our colleagues are supported to realise their full potential.

Oh and by the way you are guaranteed a role within the organisation once you have completed your programme. We also don’t just pay a training allowance you will join us on a ‘real living wage’ salary, we believe our colleagues deserve a fair day’s pay for a hard day’s work.

In the Mortgage Support team, you’ll become one the first points of contact for our vulnerable customers. Through inbound and outbound calls, you’ll learn the skills to build a great rapport with our customers, demonstrating excellent listening and understanding skills in a conversational style with no scripts.

As an apprentice will be in time, responsible for a number of mortgage accounts in payment arrears. By getting to know customers individual circumstances, and by utilising the range of forbearance options available, you will find the best way to assist the customer in getting their mortgage account back on track in an affordable way.

Mortgage 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. If you enjoy a varied day, then this may be the job for you

Key responsibilities:

- Contacting customers at a time that suits them, to discuss difficulties in paying their mortgage.
- Monitoring accounts for payments and contacting customers if not received by the due date.
- Be able to identify vulnerabilities in the customers you speak to, ensure that the details are correctly recorded, and the customer is signposted for additional help.
- Where necessary, instigate proceedings to commence legal action that could lead to repossession. This is always a last resort after all other avenues have been explored.

You will be working towards a Level 2 Apprenticeship in Credit Control and Collections.

With the support of your manager and mentor, you will have objectives to work towards to make sure you are developing during your time with us. We really want to hear your ideas, so you’ll have lots of opportunity to suggest new and innovative ways of working.

We go beyond the traditional apprenticeship route and offer you the opportunity to learn and experience things beyond your role to support your career development through a team challenge project with our Early Talent community.

About You

You should have a minimum of English and Maths GCSE’s (Grade A*-C/ 4-9). ICT grades are preferable but not essential.

An ability to communicate effectively with others via a range of methods along with first class attention to detail is a must.

Be able to demonstrate basic understanding and usage of a personal computing device with basic IT administration skills

**For full details please download the role profile.**

About Us

We are a purpose led business, connecting our communities with a better financial future,

Our Mortgage Support team consists of Administrators, Coordinators and Senior Coordinators.

Coordinators have their own account allocation where the accounts have just gone into arrears, up to three months in arrears. Their aim is to get the account back on track, so the customer returns to a better financial position.

Senior Coordinators deal with more serious arrears cases. Their customers can be extremely vulnerable, and specialist knowledge and experience are needed to help them.

Mortgage Support as a whole is a very friendly team, who are there to help and support their customers and colleagues. It can be busy, but the work is varied and can be very rewarding.

**How to apply?**

**What do you get in return? 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 days holiday each year plus bank holidays (increasing with length of service)
- Bonus Scheme (paid annually) -On target 5%, up to 10% depending on performance
- Colleague mortgage scheme and access to our financial advisors
- Pension scheme - up to 9% employers’ contribution
- Life assurance (4x salary) and income protection
- Access to a range of wellbeing benefits
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
- An extra day’s holiday for your birthday
- The option to buy and sell holidays
- Two paid volunteering days each year
- A



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