Customer Experience Coordinator
2 days ago
Crystal Specialist Finance are an aware winning specialist brokerage, covering specialist residential, second-charge, buy to let, commercial and bridging finance.
We are looking for a vibrant, efficient and conscientious individual to join our expanding team as Customer Experience Coordinator. This role is an entry level role for an ambitious and organized individual who wants to start a career in mortgages, with plenty of opportunity to develop.
The role
The Customer Experience Coordinator plays a critical role in ensuring a smooth and efficient journey from lead creation through to application submission.
They are responsible for managing lead allocation, progressing enquiries, completing lender DIPs, and coordinating the collection of documents and information required for the mortgage advisers.
The role is central to maintaining speed, accuracy, and exceptional service standards - ensuring every case is handled efficiently and in line with Crystal's service expectations.
Key Responsibilities
Lead Management & Allocation:- Review and allocate all new leads within SLA to appropriate team members or departments.
Case Progression & DIP Management- Prepare, submit, and manage lender decisions in principle (DIPs) on behalf of advisers where required.
Customer Communication & Document Collection: Contact customers to obtain outstanding documents, proof of ID, income verification, and supporting information. Maintain clear, professional communication throughout — ensuring customers understand what's needed and why.
Service Delivery & Workflow Compliance: Ensure all information captured in CRM is accurate, complete, and up to date at every stage. Maintain a consistent focus on service excellence, customer outcomes, and turnaround speed.
Collaboration & Continuous Improvement: Liaise closely with Mortgage Advisers, Underwriters, and QA to resolve issues quickly. Identify recurring process challenges and suggest improvements to Team Leader or Operations.
Business Standards- Adhere fully to the Company Handbook, policies and procedures and FCA's Principles of Business. Ensure that you fully understand and reasonably anticipate, minimise & manage Operational, Conduct and Regulatory risk. Adhere & embody all industry best practice and regulatory requirements; be accountable for on-going development of own technical skills and knowledge.
Experience Required
Previous experience in an administration support role.
Customer service and communication, particularly telephony.
Organized with attention to detail.
Experience of CRM systems and data entry.
Understanding of the mortgage market- advantageous .
Job Types: Full-time, Permanent
Pay: £25,500.00-£27,500.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Work Location: In person
Reference ID: cec
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