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.