Mortgage Helpdesk Representative

2 weeks ago

London, United Kingdom Metro Bank PLC Full time

**Team** Mortgages

**Location** Holborn Office

**County** Central London

**Ref #** 22852

**Closing Date** 13-Mar-2025

We have been awarded the “Most Loved Workplace” At Metro Bank, people come first - our culture is all about bringing out the best in our colleagues, and making sure everyone feels valued, respected, seen and included. We strongly believe in a diverse and inclusive workplace and to find the very best person for the job, we always look across a wide range of diverse communities.

**What you will do**:

- Our Mortgage Helpdesk Representatives are the voice of Metro Bank for the mortgage broking community, and are responsible for delivering AMAZEING service to all of our intermediary partners
- Manage daily inbound calls from brokers regarding new and existing cases as well as registrations and supporting with any technical queries
- Act as point of contact between brokers and the mortgage underwriting and operations teams
- Ensure broker liaison tasks are up to date daily, proactively contacting brokers as required
- Working with a large variety of teams and key stakeholders across the bank, to ensure smooth running of the Helpdesk in line with our SLAs

And... we are a bank so risk is a part of everything we do. We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the ability to call out any concerns.

**What you will need**:

- You must have knowledge and experience from a customer facing role within the financial or mortgage industry
- You must have strong communication skills, able to work well on your own and with a team and use initiative
- You must have excellent mortgage product and policy knowledge
- You must have knowledge of compliance, risk and how to treat vulnerable customers fairly
- FANtastic telephone manner, confident managing both inbound and outbound calls
- An ability to own customer issues through to quick resolution or by bumping up to the most appropriate colleague or team where necessary
- To understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders

**Our promise to you**
- We believe in “one in, one up” at Metro Bank, growing our own and promoting from within. That is why we are looking for YOU An AMAZEING colleague to move into this FANtastic new role
- We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts
- We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions)
- We are also all about balance so most of our jobs offer the opportunity for hybrid working built around your role and home life, wherever possible - in this role you will be in office 2 days per week. This role can be based from our Reading, Watford or Holborn office, please speak to the Recruiter for more information

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