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Mortgage Solutions Specialist

2 months ago

Sunderland, Sunderland, United Kingdom Barclays Bank UK PLC Full time
Role Overview

The primary objective of this position is to deliver an outstanding experience to our Brokers and Solicitors through both telephonic and web-based communication, empowering them to fulfill their aspirations and address their clients' mortgage requirements while supporting the commercial goals of Life Moments.

Key Responsibilities
  • Deliver exceptional customer service through various communication channels, including chat, email, and phone.
  • Address complex customer needs and provide tailored solutions for each case.
  • Collaborate with various teams within the bank to ensure cohesive customer care processes.
  • Identify opportunities for enhancement in customer service and provide constructive feedback and coaching to colleagues.
  • Develop and implement customer service protocols to mitigate risks and ensure operational efficiency.
  • Resolve specific inquiries and issues related to the bank's products and services, including account details and transactions.
  • Create and present reports on customer service performance to internal senior stakeholders.
  • Stay informed about industry trends to adopt best practices that enhance customer service effectiveness.
Expectations for Analysts
  • Execute tasks as outlined in established processes, collaborating with related teams.
  • Review colleagues' work to ensure compliance with internal and stakeholder standards.
  • Provide expert advice and support in your area of expertise.
  • Take responsibility for managing risks and reinforcing controls in your work area.
  • Maintain a comprehensive understanding of how all teams contribute to the broader objectives of the organization.
  • Continuously enhance your knowledge of the principles and concepts relevant to your responsibilities.
  • Make informed decisions based on experience and established practices.
  • Communicate sensitive information to customers regarding advice or administrative requirements.
  • Build and nurture relationships with stakeholders to effectively address their needs.
All employees are expected to embody the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, which guide our ethical conduct. Additionally, they should demonstrate the Barclays Mindset of Empowerment, Challenge, and Drive, which outlines our behavioral framework.