Specialist Support Advocate

**Specialist Support Advocate**

**Salary: £23,600 per annum (Rising to £24,600 upon successful completion of Probation)**

**Hours: Full time - 35 hours**

**Contract: Permanent**

**Location: Onsite (Head Office, West Bromwich)**

The West Brom are looking to recruit a Specialist Support Advocate to join our Specialist Support Services on a permanent contract. The post holder will have a passion for delivering excellent service to customers who find themselves in vulnerable or potentially vulnerable situations.

They will strive to ensure good outcomes are achieved which take into consideration individual needs and circumstances whilst operating efficiently and within regulatory requirements. They will aim to exceed expectations as set out in their individual objectives, they will also support the delivery of the Strategic objectives.

**Key Responsibilities**:

- To provide a first class, empathetic service to both internal and external customers.
- To be an advocate for change with the customer being at the heart of all that we do.
- Proactively manage accounts through all core systems within an agreed timescale to achieve appropriate solutions for our customers.
- Liaising with third parties where required.
- Ensures that all delegated tasks are completed to the highest standard.
- Contribute to the requirements of the Society’s Risk Framework by escalating up the line any identified risks.
- The job holder must ensure that the Rules, Evidential Provisions and Guidance within the FCA’s Mortgage Conduct of Business (MCOB) are complied with.
- Take ownership of their own continuous performance improvement plan and personal development, ensuring regular reviews with senior/ team leader are carried out.

**Skills and Experience Required**:

- Be adaptable, agile and innovative.
- High standard of attention to detail, high level of personal motivation and initiative.
- Be analytical, with the ability and willingness to understand complex matters and have the ability to make informed decisions and be accountable for them. Where this is outside of mandate, ensure sufficient, clear and accurate information is provided to enable such a decision to be made.
- Be aware of your personal impact on individuals and different scenarios.
- Able to communicate effectively, both verbally and in writing with a variety of different audiences
- Maintain effective and up to date administration records including system records used through all core systems.
- Ability 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, that’s why in addition to your salary you will be rewarded with a wide range of other benefits:

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

**Why choose the West Brom?**

**At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We are proud of our heritage and absolutely believe that the West Brom is a great place to work.**

**Do it today and click apply