Customer Operations Executive

5 months ago

Cardiff, United Kingdom Interbridge Mortgages Limited Full time

We are an expert-led start-up Financial Services firm, with ambitions to become the UK’s leading second charge mortgage lender of choice for brokers and customers.

At Interbridge we’re a small team with a big heart. If you like to roll up your sleeves and make a difference to where you work, then you’re in the right place. We are looking for colleagues to join us who share our passion for helping brokers and customers, who are dynamic and can be trusted to get the job done.

Our approach is simple

**Customer First - **Finding solutions and satisfying customer needs is our reason for being, we are here to do the right thing for our customers and for each other too.

**Best in class service - **Customers sit at the heard of our business and we will consistently deliver the very best service proposition.

**Innovation** - Constantly looking to drive change through innovation of our technology, products and services to create better customer outcomes and reduce the impact on our environment.

**Trust and belonging - **Building a business environment where colleagues can be themselves, grow and thrive in an open, inclusive and trusting environment.

**The role**

We are currently recruiting for a Customer Operations Executive to join the team. They will be the first point of contact and take ownership of our customer experience and ensure that we provide a market leading, best-in-class service to our customers.

**Key Responsibilities**:
Providing fair outcomes and a positive Customer experience

Ability to accurately assess and manage risks associated with Customers experiencing both financial difficulty and vulnerability

Ensuring detailed and accurate Customer records are kept and updated

Ability to positively contribute to the team with suggestions for process improvement and ways to enhance Customer satisfaction

Ability to demonstrate excellent written and oral communication and using those skills in servicing Customers in an omni-channel working environment.

Ensuring all forms of communications are professional, clear, fair and not misleading

Ability to deal with 3rd Parties, responding to queries and requests in a timely manner

**Skills and Experience**:

- FCA Conduct Rules
- ICO Requirements
- Fraud Awareness
- Secured Product experience (either 1st/2nd Charge)
- Experience of regulated Financial Services/ Servicing & Collections
- Computer literacy - CRM (Salesforce) and Microsoft Office

**Person Specification**:
A driven and committed individual

A real passion for supporting customers with a best-in-class service and helping them achieve positive outcomes

**How to apply**:
If the Interbridge approach resonates with you, and you have previous experience of working in financial services we would love to hear from you.

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Location**:

- Cardiff (required)

Work Location: In person

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