Description
We are seeking a Specialist Customer Care – Intermediary Mortgage Expert to join our team in Glasgow. As a hybrid role, you will work shifts between 9am and 6pm, Monday to Friday, with a minimum requirement of 1 day per week in the office.
The purpose of this role is to provide exceptional customer service while resolving complex customer needs and requests. You will focus on building relationships with customers, adding value to interactions, and providing personalised resolutions.
Key responsibilities include:
- Providing customer service through various communication channels, including chat, email, and phone
- Resolving complex customer inquiries and issues related to mortgage products and services
- Collaborating with teams across the bank to align and integrate customer care processes
- Identifying areas for improvement and providing recommendations for change
- Developing and implementing customer care procedures and controls
- Analysing and reporting on customer care performance
As a Specialist Customer Care – Intermediary Mortgage Expert, you will be the expert that brokers and solicitors rely on, guiding mortgage applications from start to finish, solving policy queries, reviewing Decisions in Principle, and navigating technical challenges with confidence.
The salary for this role is £27,700 per year.
To be successful, you should have:
- Proven experience delivering excellent customer service in a telephony-based environment
- Effective stakeholder management skills
- Excellent operational efficiency and multitasking abilities
- Mortgage knowledge is desirable
During the initial 10-week training programme, you’ll be required to attend the office full-time (5 days per week).