Customer 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.

If you are seeking the opportunity of blended home and office working in an exciting new role then we would love to hear from you. Upon successful completion of your training/probation period, we can offer you 2 days in the office with the remainder in the office or at home at your discretion.

**About The Role**

This role will involve working in our Mortgage Support Services Team, who assist customers and solicitors with queries regarding the management of mortgage accounts, particularly the maintenance and storage of Title Deeds. The work includes dealing with the preparation of mortgage accounts to receive and release deeds to solicitors and customers, instructing valuers, amendments to current mortgage accounts through our core mortgage system, issuing funds to solicitors and various mortgage administration tasks.

You will be dealing regularly with customer enquiries and solicitors, working closely with our branch teams and management, through multi-channel communication.
- This role includes Customer Support, dealing with solicitors and valuers, preparation of mortgage accounts to release funds, instructing valuers, amendments to current mortgage accounts through our core system, production and issue of customer letters, product switch administration, various mortgage administration and processing tasks;
- In addition to this the job role involves providing excellent customer support through communication with our customers, processing and administration of service requests, which may include, but not exclusively:

- Recording Title Deeds on our Deeds management system, Deeds processes and enquiries, maintenance and storage of Deeds, maintenance of records for marriages/deaths, transfer of land requests;
- Making arrangements to pay, processing monthly payments, dealing with solicitors, dealing with third parties and to carry out various administration duties involved in the collection of outstanding mortgage payments;
- Mortgage account amendments, Direct Debit set ups, Redemption quotations, capital repayments, product set up, account administration and issue of Society communications.

The role will involve dealing regularly with customer enquiries, solicitors, insurance providers, mortgage brokers and working closely with our branch teams and management, through multi-channel communication. The role will provide ongoing customer support service to our customers who engage through our online portal.

**What's on offer?**
- 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
- Day off for your birthday
- Holiday purchase scheme
- Opportunity to gain great exposure in supportive environment
- Excellent training and volunteering opportunities

**Required Criteria**
- Excellent interpersonal and communication skills with the ability to build effective relationships and engage with key stakeholders
- High degree of accuracy of data input and attention to detail
- 2 year’s customer service experience
- Strong MS Office and IT skills
- Strong organisational skills demonstrating your ability to prioritise and manage your workload whilst using your own initiative
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

**Desired Criteria**
- Previous experience working in a financial environment
- Telephony experience

**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.

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