Customer Support Specialist

Company Description
**_

**Salary**: Up to £25,000, plus performance bonus and benefits_**

**We are Together** -** **Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 700 colleagues.

A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers' financial ambitions accessible.

Over 50 years of successful trading has positioned **Together **as a market leader, thanks to a common-sense approach to lending.

**Job Description**:
As a Customer Support Specialist you will contact existing customers through outbound and inbound telephone contact, whilst managing the task workflow of current and future outcomes. You will provide exceptional service to ensure customers are supported based on their needs and circumstances taking full consideration of the customers best interests, suitable products available and forbearance as necessary.

You will also support the Customer Retention channel in delivering it’s financial and strategic objectives by continually seeking opportunities to improve the process in order to maximise the performance of the channel.

**Key accountabilities**:

- To make outbound calls and proactively assess new business opportunities from existing customers to build customer relations and grow our existing customer base.
- To proactively assess inbound enquiries from existing customers, pre-qualify leads against group lending criteria by assessing credit profile before handing over to a specialist advisor and conducting an initial assessment of affordability.
- Accurately capture customer data and pre-qualify new and existing customers for secured finance before handing over to specialist advisors where appropriate.
- To have an understanding of underwriting criteria, to only refer customers within the prescribed lending policy.
- To consistently provide a high level of service to all customers, to achieve customer goals, to ensure a seamless sales process is delivered.
- To present an efficient and professional image of the company in all communication with customers and third parties to ensure we provide excellent service while adhering to regulatory requirements and Company Policies.
- To accurately manage the submission process, ensuring all data entry is accurate completed to ensure a smooth transition to underwriting.
- To proactively manage a pipeline of cases, ensuring that information is proactively requested from customers and third parties.
- To provide customers and other stakeholders with updates and ensure required information is requested within service levels.
- To liaise effectively with other areas of the business e.g. Legal, Underwriting, Customer Operations etc. to ensure the smooth processing of each case.

**Essential skills and experience**:

- Strong communication skills both written and verbal
- Proven track record of customer service orientation and relationship building skills
- Strong interpersonal and communication skills
- Ability to prioritise and work to deadlines
- PC skills including MS Word and Excel

**Nice to have skills and experience**:

- Experience of working in Financial Services
- Experience of working in a regulated environment
- Interest in obtaining full CeMAP qualification

Additional Information
**Benefits working at Together**
- 27 days holiday (increasing with service), plus bank holidays
- Buy & sell holidays
- Discretionary annual bonus
- Matched pension contribution
- Life assurance
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference - we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.

**_ Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks._