# Specialist Customer Care - Mortgages CME

**Company**: Barclays
**Location**: Liverpool
**Work arrangement**: hybrid
**Salary**: £27,700
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Liverpool-Dale-House-Wavertree/Specialist-Customer-Care---Mortgages-CME_JR-0000136448?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d97ea34a-f32

## Description

We are seeking a Specialist Customer Care - Mortgages CME to join our team at Barclays. As a Specialist Customer Care - Mortgages CME, you will be primarily responsible for supporting customers throughout their mortgage journey by triaging enquiries, ensuring high-quality appointment bookings, and promoting digital self-serve options.

You will also manage post-application queries on application progress and provide post-completion support, including payment adjustments, direct debit updates, and mortgage payoff enquiries.

This is a hybrid role covering a shift pattern between 7am to 11pm, Monday to Sunday.

Responsibilities:

- Provision of customer service through various communication channels including chat, email, and phone.

- Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.

- Collaboration with teams across the bank to align and integrate customer care processes.

- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.

- Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.

- Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions, and payments.

- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.

- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Requirements:

- Proven experience delivering excellent customer service in a telephony-based environment.

- Effective stakeholder management skills, with the ability to build relationships and set clear expectations.

- Excellent operational efficiency with the ability to confidently multitask and manage competing priorities.

Mortgage knowledge and CeMAP qualification are highly valued.

You will receive a competitive salary of £27,700.

## Skills

### Required
- customer service
- stakeholder management
- operational efficiency

### Nice to have
- mortgage knowledge
- CeMAP qualification

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Source: [Apply at barclays.wd3.myworkdayjobs.com](https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Liverpool-Dale-House-Wavertree/Specialist-Customer-Care---Mortgages-CME_JR-0000136448?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)