Specialist Support Advocate

2 weeks ago

West Bromwich, Sandwell, United Kingdom The West Brom Full time

Job Description

Specialist Support Advocate

Salary: £23,600 per annum

Hours: Full time - 35 hours

Contract: Permanent

Location: Hybrid Working (Head Office, West Bromwich)

The West Brom is seeking a dedicated Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The role requires a passionate individual who can deliver exceptional service to customers in vulnerable or potentially vulnerable situations.

The ideal candidate will ensure good outcomes are achieved, taking into consideration individual needs and circumstances, while operating efficiently and within regulatory requirements. They will strive to exceed expectations set out in their individual objectives and support the delivery of the Strategic objectives.

Key Responsibilities:

  1. Provide a first-class, empathetic service to both internal and external customers.
  2. Act as an advocate for change, with the customer at the heart of all decisions.
  3. Proactively manage accounts through all core systems within an agreed timescale to achieve suitable solutions for our customers.
  4. Liaise with third parties where necessary.
  5. Ensure all delegated tasks are completed to the highest standard.
  6. Contribute to the requirements of the Society's Risk Framework by escalating any identified risks.
  7. Ensure compliance with the Rules, Evidential Provisions, and Guidance within the FCA's Mortgage Conduct of Business (MCOB).
  8. Take ownership of their own continuous performance improvement plan and personal development, ensuring regular reviews with senior/team leader.

Skills and Experience Required:

  1. Fully PC literate and up to date with all core Microsoft applications.
  2. Be adaptable, agile, and innovative.
  3. High standard of attention to detail, high level of personal motivation, and initiative.
  4. Be analytical, with the ability and willingness to understand complex matters and make informed decisions, taking accountability for them.
  5. Aware of personal impact on individuals and different scenarios.
  6. Able to communicate effectively, both verbally and in writing, with a variety of different audiences.
  7. Maintain effective and up-to-date administration records, including system records used through all core systems.
  8. Able to respond positively to working within a pressurised environment.

What's in it for you?

We wholeheartedly believe that our people are our greatest asset. In addition to your salary, you will be rewarded with a wide range of benefits:

  1. Generous annual leave starting at 25 days + 8 bank holidays (pro rata).
  2. Pension scheme where we will augment your contribution by 0.6% (up to 10.6%).
  3. Social club membership – dozens of discounts available for a wide variety of family days out and events.
  4. Performance-related pay scheme.
  5. Corporate health plan with the option to include family members.
  6. Discounted travel cards.
  7. Life assurance provided by the Society at 4 times your salary.

We operate flexible/hybrid working at our Head Office. Our Recruitment team will be happy to share further details of this with you if you are interested in applying for a role.

Why choose the West Brom?

We appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. We are proud of our heritage and believe that the West Brom is a great place to work.

Benefits

We offer a wide range of benefits to support your well-being and career development.

What We Offer

We believe in investing in our people to help them grow and develop their careers.

Our People

We are proud of our diverse and talented team.

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