Mortgage Customer Support Specialist

7 days ago

Cardiff, Cardiff, United Kingdom Hodge Bank Full time

About the Role:

We are seeking a highly skilled and dedicated individual to join our Customer Care Team as a Customer Service Representative. As a key member of our team, you will play a vital role in delivering exceptional customer service to Hodge mortgage customers, navigating critical events during the lifetime of their mortgage term.

Key Responsibilities:

  • Work under the direction of the Customer Care Team Leader to deliver exceptional customer service to Hodge mortgage customers.
  • Negotiate and apply solutions to key critical events during the lifetime of the mortgage term.
  • Apply remedies defined within our arrears, forbearance, and litigation policies, ensuring that shortfalls and mortgage arrears are pursued in accordance with regulation.
  • Work sensitively with the personal representatives of deceased Hodge mortgage customers to ensure that the loans of the deceased are repaid in accordance with the period of grace defined within the mortgage product term.
  • Support our Mid Term Mortgage Specialist by applying agreed repayment solutions to Hodge mortgage accounts.
  • Ensure that at all times customers are treated fairly and responsibly, providing evidence to support the decision-making process.
  • Act as a point of escalation and support for the Operations function, offering bespoke solutions to day-to-day operational issues.
  • Using our quality assurance framework, ensure that performance and compliance is achieved within the training and competency framework.
  • Maintain accurate and efficient manual and computer-based records.
  • Provide support and guidance to other members of the Customer Care team when required.
  • Work in collaboration with the Customer Care Team leader and our Mid Term Specialists to prioritize work queues and ensure service standards are met.
  • Comply with all company policies and procedures, legislative and regulatory requirements.
  • Develop and maintain an up-to-date knowledge of Compliance & Risk regulatory and legislative information related to products/services.
  • Support the risk culture of the organization by taking personal responsibility for identifying and managing risks.

What We Offer:

  • Yearly bonus
  • Employee discount
  • Free parking
  • Gym membership
  • Health & wellbeing programme
  • Life insurance
  • On-site parking
  • Referral programme

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